Take your leadership skills to the next level! This course is for leaders who want to build high-performing teams and deliver exceptional customer experiences. 🔗 Register here: https://bit.ly/4fH2f5k #ContactCenterLeadership #CustomerExperience #ProfessionalGrowth #ICMI
ICMI
Business Consulting and Services
Colorado Springs, Colorado 6,615 followers
We Make Contact Centers Better
About us
Whether it's your people, your processes or your strategy, ICMI wants to partner with you to take your customer service to the next level. We have been empowering contact center excellence for over 30 years, helping more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you: -Raise the strategic value of your contact center -Optimize your operations -Improve your customer service We are considered the authority on contact center performance excellence. In fact, just recently, the New York Times, NBC Nightly News, and several other major media outlets tapped ICMI to provide insights on how consumers can work better with contact centers. Be a part of our active community and find out how ICMI can add value to your contact center and more importantly, your customer.
- Website
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http://www.icmi.com
External link for ICMI
- Industry
- Business Consulting and Services
- Company size
- 51-200 employees
- Headquarters
- Colorado Springs, Colorado
- Type
- Public Company
- Founded
- 1985
- Specialties
- Contact Center Training, Contact Center Consulting, Contact Center Conferences (Contact Center Expo & Conference | Contact Center Demo & Conference), Contact Center Resources (Blogs, Webinars, Tool Kits, etc.), and Host of #ICMIchat | Tuesdays, 1pm ET
Locations
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Primary
Get directions
121 S. Tejon St.
Suite 1100
Colorado Springs, Colorado 80903, US
Employees at ICMI
Updates
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💼 Master workforce efficiency to optimize schedules, meet demand, and keep your team engaged! Learn forecasting and scheduling best practices for real-time management. 🔗 Register now: https://bit.ly/4iZUDgY #ContactCenterExcellence #ProfessionalDevelopment #ICMI
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Happy New Year! 🎉 What are your big goals for 2025? We're here to support you as achieve them. From mentorship programs and fresh content themes to monthly problem-solving sessions, and more original industry research, this year is all about growth and connection. 🌱 Here's a quick sneak peek of what's in store for the ICMI community this year: https://bit.ly/4j1gjcI
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It's time to reveal our most-read article of 2024! 🎉 #1 on the list of ICMI's Top 5 Articles of the year? 🥁 🥁 🥁 🥁 🥁 "How Technology Improves Empathy in the Enterprise Contact Center" by Pete Humes. Did you miss it the first time around? Find out why you need an empathy strategy in the new year and how to build one. Read the article here: https://bit.ly/49K6lIk
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Two more spots to go on our countdown of ICMI's Top 5 Articles of 2024! Today, we're revealing the #2 most read article of the year. Drumroll, please.... 🥁 🥁 🥁 🥁 "21 Fun, Easy Ways to Celebrate Custmer Service Week" by Erica Marois Be sure to bookmark this one for your 2025 planning! Comment below and let us know which idea is your favorite. Have more ideas to add to the mix? Let us know! Read the article here: https://bit.ly/3P4zrZn
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Next up on the countdown of ICMI's Top 5 Articles of 2024... #3: "7 Key Phrases Every Contact Center Agent Needs to Hear" by Karin Hurt According to the ACA State of Customer Service and CX, 32% of people admit to yelling at customer service agents, and 38% would rather clean a toilet than call customer service. These frustrated customers are often reasonable people pushed to their limits by poor experiences, automated systems and transfers. They need to be seen and heard. In this post, Karin shares some powerful phrases from her new book to help you de-escalate angry customers. Read the article here: https://lnkd.in/g4K45z9Y
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ICMI reposted this
A spot of fun with one of my favorite people to do both music and customer service alongside, Parker Deal. 😁🎄🎁 Merry Christmas and Happy Holidays to all the CX peeps out there! 🎶 𝙏𝙝𝙚 𝘾𝙤𝙣𝙩𝙖𝙘𝙩 𝘾𝙚𝙣𝙩𝙚𝙧 𝘾𝙝𝙧𝙞𝙨𝙩𝙢𝙖𝙨 𝘾𝙖𝙧𝙤𝙡 🎶 Have yourself a merry little Christmas May your queues be light From now on your chatbot will always gets it right Have yourself a merry little Christmas May your C-Sat soar Hanging five glowing stars on every survey score Here we are making dreams come true, here to talk to you, just press two Customers who are dear to us Call just to say to us Your fine Through the years AI has gotten smarter And it’s here to stay But there are times when a person makes it all okay So have yourself a merry little Christmas And have yourself a merry little Christmas Have yourself a merry little Christmas now #CX #ContactCenter #CustomerService #CustomerExperience
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Next up on our countdown of ICMI's Top 5 Articles of 2024? Drumroll, please... 🥁 🥁 🥁 🥁 🥁 🥁 🥁 Our #4 most-read article of the year: "5 Steps to Diffuse Angry Callers" by Rob Dwyer This one is just as timely today as it was when we first published it. Let's face it; when people are stressed, they love to take it out on #contactcenter agents. Here are five ways to tactfully handle cranky callers. Read the post here: https://lnkd.in/gDm34nTJ #BestOf2024
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🥁 Drumroll, please... Over the next few days, we'll count down and reveal ICMI's Top 5 most-read articles of 2024. ⭐ First up, #5! "Customer Channel Preferences Are Changing" by Steve Morrell. Customer channel preferences are shifting faster than ever—are you keeping up? Discover how to adapt and meet rising expectations: https://bit.ly/3P4x8p6 #contactcenter #customerexperience