A Leadership Execution System powered by Culture-Calibrated AI replaces training and coaching. It stops Execution Drift by ...

ICMI offers highly interactive, consultative-based call center training to advance the capabilities of a contact center team, some of which includes professional, high stakes certification.

Leveraging the latest omnichannel contact center technology solutions can dramatically improve performance and customer experience. However, technology is only part of the optimized performance ...

Call center training is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

It wasn't until about five years ago that e-learning systems started seeing rapid adoption in the call center industry. Today, most enterprises are using e-learning in their contact centers, and many ...

Training encompasses many things such as coaching, mentoring, classroom training, computer-based eLearning and even career pathing. In this article, we take a step back and discuss the thoughts of ...

Among the six call scenarios measured, the maximum mean reduction was 22% – from 215 seconds for the conventional group to 168 seconds for the simulation group – a reduction of 47 seconds.

SAN FRANCISCO, March 11, 2025--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...