News from international customer management institute (icmi) A wide array of domestic and global news stories; news topics include politics / government, business, technology, religion, sports/entertainment, science/nature, and health/lifestyle. Articles that appear in this section may be written in English or other languages, as well.

Aug 19, 2014, 12:41 ET

2014 ICMI RESEARCH RELEASED: Best Practices Guide to Workforce Optimization in Today's Contact Center

The International Customer Management Institute (ICMI) has released its 2014 report, What's in Your WFO? Workforce Optimization for Today's Contact...

Aug 06, 2014, 12:16 ET

Groundbreaking Case Studies at ICMI Contact Center Demo & Conference 2014

 Is it too ambitious to suggest that a case study could change the direction of a call center?   Not for the industry leaders...

Aug 04, 2014, 14:47 ET

Foundational Call Center Management Training at the ICMI Training Symposium Grows in Popularity

Call center leaders are looking to enhance their knowledge on critical industry topics ranging from strategy to hands-on coaching, from knowledge...

Jul 23, 2014, 11:23 ET

International Customer Management Institute (ICMI) Announces the Promotion of Justin Robbins as Senior Analyst

 ICMI, the leading global provider of comprehensive resources for customer management professionals, has promoted Justin Robbins to the...

Jul 22, 2014, 09:00 ET

Interactive Site Tours at ICMI Contact Center Demo & Conference 2014 Soar in Popularity

 Passive learning is a thing of the past! Conference-goers are demanding (and receiving) engaging experiences such as the interactive site...

Jul 01, 2014, 08:00 ET

ICMI's Training Symposium - New Call Center Quality Program Development Workshop

 The most respected contact center training company in the industry is announcing the next Call Center Training Symposium held September 23-26...

Jun 25, 2014, 15:36 ET

Chip Bell and Kirk Weisler to Keynote at ICMI Contact Center Demo & Conference in Chicago

 ICMI's Contact Center Demo & Conference will focus on loyalty in the contact center both from the perspective of agent...

Jun 16, 2014, 10:40 ET

Full Program for ICMI Contact Center Demo & Conference Announced

The full program for the ICMI Contact Center Demo & Conference, November 3-5 2014 in Chicago, has been announced and the industry is already...

May 29, 2014, 09:00 ET

2014 ICMI Research Released: The Normalization of Social Customer Care Research Report and Best Practice Guide

 The International Customer Management Institute (ICMI) has released its 2014 report, The Normalization of Social Customer Care Research Report...

May 13, 2014, 13:52 ET

ICMI Announces 2014 Global Contact Center Award Winners

Following a highly competitive application process and multiple selection rounds, The International Customer Management Institute (ICMI)...

May 09, 2014, 11:00 ET

Over 1,500 Contact Center Professionals Attend 2014 ICMI Contact Center Expo & Conference in San Diego

The International Customer Management Institute (ICMI) today announced this year's most successful and epicenter event at the 2014 Contact Center...

Apr 07, 2014, 14:18 ET

ICMI Contact Center Expo & Conference 2014 Leads the Industry with Record-Breaking Attendance and a Sold Out Exhibit Floor

The strength of ICMI Contact Center Expo & Conference in San Diego, CA (May 6-9, 2014), a world-class, international forum for contact center...

Mar 19, 2014, 15:33 ET

ICMI's Contact Center Expo & Conference - 10+ Case Studies Presented

The #1 rated contact center event in the industry offers attendees an opportunity to learn from leaders and top organizations as they share lessons...

Mar 05, 2014, 12:50 ET
Matt Dixon, noted business writer and Director at the CEB will discuss how customer loyalty isn't won anymore by "wowing" the customer. It's won by providing an effortless experience. Catch his Keynote Address on this subject at Contact Center Expo.  (PRNewsFoto/International Customer Management Institute (ICMI))

ICMI's Contact Center Expo & Conference - What's New for 2014

 The largest and most respected contact center event in the industry offers all new keynotes, site tours and content at ICMI Contact Center...

Feb 27, 2014, 11:14 ET
Are you speaking the language of your customers? In 2013 ICMI and Voiance Language Services launched "The Impact of Multilanguage Support on Customer Experience" survey to know how contact centers were currently supporting non-English language customers and how support positively impacted engagement and loyalty. This InfoGraphic highlights some of the data, while the newly released research report, "The Growing Need for Multilanguage Customer Support" provides a more thorough view.  (PRNewsFoto/International Customer Management Institute (ICMI))

2014 ICMI RESEARCH RELEASED: The Growing Need for Multilanguage Customer Support

The International Customer Management Institute (ICMI) has released The Growing Need for Multilanguage Customer Support Research Report & Best...

Feb 17, 2014, 08:00 ET
Contact Center Expo & Conference attendees can choose to add the ICMI Global Contact Center Awards Dinner to their registration and partake in a semi-formal celebration of those in the industry who have demonstrated leadership, vision, innovation and strategic accomplishments within the contact center industry. The Awards Dinner takes place Wednesday, May 7 in San Diego.  (PRNewsFoto/International Customer Management Institute (ICMI))

Play Ball! ICMI Contact Center Expo & Conference 2014 Embraces Industry Awards & America's National Pastime

 Baseball fans rejoice! As part of their effort to make the ICMI Contact Center Expo & Conference in San Diego, CA (May 6-9, 2014) the...

Feb 13, 2014, 08:00 ET

Free Mobile App for Contact Center Expo & Conference 2014 Released by International Customer Management Institute (ICMI)

 Attendees at the ICMI Contact Center Expo & Conference (May 6-9, 2014) in San Diego may notice a spike in smartphone usage. ICMI is proud...

Feb 11, 2014, 11:00 ET
The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. For over 10 years, ICMI, the leading global provider of comprehensive resources for customer management professionals has organized and managed this awards program. Launching a widely attended Award Dinner that honored the industry's best and brightest in 2013, this year is on pace to grow even more.  (PRNewsFoto/International Customer Management Institute (ICMI))

Entries Still Open for ICMI's 2014 Global Contact Center Awards

 The International Customer Management Institute (ICMI) salutes the year's most outstanding contact centers, support professionals and customer...

Feb 10, 2014, 13:34 ET
Contact Center Demo and Conference comes to downtown Chicago in early November 2014. Produced by ICMI (the organization that creates and defines the industry standard for call center education) this event is developed BY the industry, FOR the industry through an independent advisory board - guaranteeing a multi-faceted, impartial educational program featuring the timely and topical issues that are facing the contact center industry today.  (PRNewsFoto/International Customer Management Institute (ICMI))

Call for Papers Now Open for ICMI Contact Center Demo & Conference (November 3-5, 2014) in Chicago, IL

 The International Customer Management Institute (ICMI) is currently seeking papers for its popular Contact Center Demo & Conference...

Jan 15, 2014, 08:00 ET
Contact Center managers and key personnel have been eager to receive the newly released Contact Center Expo & Conference Brochure. Attendees can create their own unique experience specific to their needs with a plethora of learning opportunities and activities: half day workshops, full day training, site tours, 75 minute conference sessions, inspiring keynote presentations and an expo hall full of industry solutions.  (PRNewsFoto/International Customer Management Institute (ICMI))

Full Program for ICMI Contact Center Expo & Conference (May 6-9, 2014) Announced

 The full program for the ICMI Conference, May 6-9, 2014 in San Diego, has been announced and it's a game-changer. In a move to make the...