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Overview

The International Customer Management Institute (ICMI), celebrating its 25th anniversary in 2010, is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.
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Articles

As a contact center manager, director, or vice president, executives will find the following points from the CIAC very helpful.
July 25, 2003 5:00 AM
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As more organizations are discovering all the time, there's a heck of a lot more to handling contacts than improving the satisfaction and loyalty of those customers -- as important as that is.
March 14, 2003 10:30 AM
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"Contact Center Management on Fast Forward" by @bradcleveland was recently named to the Stay At Home Reading List for 2020 by @CXupdate and @Cust_Contact ! https://bit.ly/3dq0km9
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June 1, 2020 4:24 PM
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One tip? Determine what types of phone work dovetail nicely with other types of work and allow agents to work cross-functionally. This can include things like chat, email, claims adjudication, and case processing. https://www.icmi.com/resources/2020/disrupting-the-treadmill-experience
June 1, 2020 3:55 PM
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