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ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.

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Are You Guilty of Creating High Effort Customer Experiences?

Customer Experience

Is it easy for customers to do business with your company? According to American Express...

The Human Risk of Your Contact Center

People Management

If You Build It They Will Come

Learning & Development

Fully Automated Quality Monitoring for High Volume Contact Centers

Technology

ICMI Forums

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Recap: Reducing Customer Effort

bradleyyoung04

@Educationatwork's "A3: Knowing prior context/information, omni-channel capabilities being executed well. In addition, transpareny & prompt...
5

Social Media Best Practice

bradleyyoung04, 5 answers
6

Need Help! Planning for growth

bradleyyoung04, 6 answers
1

6/7 Questions: Reducing Customer Effort

ens0204, 1 answer
1

Recap: What Really Works in Training

ens0204, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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Improve Your Agent’s Performance in 983 Simple Steps

Webinar – Jun 23 – Register Now!

It’s absurd to expect anyone to follow a 983-step process, but that’s exactly how it...

Whitepaper

Multichannel Forecasting & Scheduling

Customer Experience

Webinar

Mastering Multilingual Support in the Contact Center

Watch Now!

Whitepaper

Driving Customer Loyalty in the Contact Center

Customer Experience
QuickPoll

If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?

No, English and Spanish AHT are the same
Spanish AHT is longer
Spanish AHT is shorter
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