icmi.comICMI | Call Center Training, Events, Certification, Resources, and Consulting

Chat with us , powered by LiveChat Informa ICMI is part of the Informa Tech Division of Informa PLC Informa PLC About us Investor relations Talent This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726. Log In Register Shopping Cart Toggle navigation About About ICMI Contact ICMI Meet the Team Press Room Advertising Opportunities Resources Topics Customer Experience Learning & Development Metrics Operations People Management Technology Insights Solution Resource Center Webinars Toolkits Trend Reports Research Community Awards ICMIchat Fast Forward Contribute Advertise Events Contact-Center-Expo Exhibit Industry-Awards Training Symposiums Training Courses For All For Directors For Managers For Supervisors For Agents For Quality Managers For Workforce Managers For Trainers Training Options Training Symposiums Client Site Training Live-Virtual Training Online Training Request Information Download Catalog Consulting Consulting Solutions Omni Channel Technology WFM Solutions Customer Experience Employee Engagement Process Optimization Quality Program Best Practices Assessments Site Certification Contact Us Advertisement Provide Your Contact Center Team with a Road Map By: Jeffrey Stiles | Published: August 26, 2020 Comments Remember the good old days, when you were able to go to a mall, zoo, or amusement park? Generally, you had an idea of what you wanted to accomplish when you arrived... How to Use—and When to Avoid—Interview-Style Language Testing By: Judson Hart | Published: August 25, 2020 How to Integrate New AI Into Your Contact Center Now By: Josh Streets | Published: August 24, 2020 Avoid These Quality Management Pitfalls By: Rebecca Gibson | Published: August 20, 2020 Not What I Bargained For: Setting Customer Expectations | #ICMIchat Rundown (August 18, 2020) By: The Editors | Published: August 19, 2020 How to Respectfully Challenge Processes and Ideas By: Holly Terrill | Published: August 19, 2020 Three Tech Solutions to Help with the New Customer Service Landscape By: Nick Glimsdahl | Published: August 18, 2020 How to Use Chatbots to Deal With Surges in Case Volume By: Samantha Philip | Published: August 17, 2020 Quantity vs. Quality in the Contact Center By: Chris Hanna | Published: August 13, 2020 Making a Good Contact Center Coach | #ICMIchat Rundown (August 11, 2020) By: The Editors | Published: August 12, 2020 Four Tips to Avoid Contact Center Burnout By: Sayo Afolayan | Published: August 12, 2020 The Surprising Value of Accurate Language Screening By: Brigham Tomco | Published: August 11, 2020 Keep The Social Media Lights On in Customer Care By: Leslie O'Flahavan | Published: August 10, 2020 Fast Pivot to Long-Term Strategy: Positioning Your Contact Center For the Future By: Josh Streets , Toby Cappello , Andrea Chin | Published: September 16, 2020 Comments Empowering Extraordinary Customer Service: What Leaders Must Do Now By: Chris Hanna | Published: August 19, 2020 The Present and Future of Contact Centers: Blended Intelligence By: Martha Walchuk , Doug Tedder , Matt Kravitz | Published: July 22, 2020 Point of View: Contact Center Leaders on the Agent Experience Published: June 18, 2020 Making the Most of Extraordinary Circumstances: Optimizing Contact Center Operations Published: June 18, 2020 Mitigating the Risks and Human Costs of Authentication Failure By: Andrew Gilliam , Mark D. Collier | Published: May 20, 2020 Boosting Agent Engagement: Collaboration, Gamification, and Reward By: Gina Montague , Tamsin Dollin | Published: April 15, 2020 Advertisement × CLOSE Log In * * Remember me SUBMIT Register Forgot password? × CLOSE Sign Up for a User Account Email: * * Password: * Confirm Password: * The Password and Confirmation Password must match. First Name: * Last Name: * Country: Select Country United States of America Afghanistan Albania Algeria American Samoa Andorra Angola Anguilla Antarctica Antigua & Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Bahama Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia and Herzegovina Botswana Bouvet Island Brazil British Indian Ocean Territory British Virgin Islands Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Christmas Island Cocos (Keeling) Islands Colombia Comoros Congo Cook Iislands Costa Rica Côte D'ivoire (Ivory Coast) Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands (Malvinas) Faroe Islands Fiji Finland France France, Metropolitan French Guiana French Polynesia French Southern Territories Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guinea-Bissau Guyana Haiti Heard & McDonald Islands Honduras Hong Kong Hungary Iceland India Indonesia Iraq Ireland Islamic Republic of Iran Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kiribati Korea, Democratic People's Republic of Korea, Republic of Kuwait Kyrgyzstan Lao People's Democratic Republic Latvia Lebanon Lesotho Liberia Libyan Arab Jamahiriya Liechtenstein Lithuania Luxembourg Macau Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Micronesia Moldova, Republic of Monaco Mongolia Monserrat Morocco Mozambique Myanmar Nambia Nauru Nepal Netherlands Netherlands Antilles New Caledonia New Zealand Nicaragua Niger Nigeria Niue Norfolk Island Northern Mariana Islands Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Pitcairn Poland Portugal Puerto Rico Qatar Réunion Romania Russian Federation Rwanda Saint Lucia Samoa San Marino Sao Tome & Principe Saudi Arabia Senegal Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Georgia and the South Sandwich Islands Spain Sri Lanka St. Helena St. Kitts and Nevis St. Pierre & Miquelon St. Vincent & the Grenadines Sudan Suriname Svalbard & Jan Mayen Islands Swaziland Sweden Switzerland Syrian Arab Republic Taiwan, Province of China Tajikistan Tanzania, United Republic of Thailand Togo Tokelau Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Turks & Caicos Islands Tuvalu Uganda Ukraine United Arab Emirates United Kingdom (Great Britain) United States Minor Outlying Islands United States Virgin Islands Unknown or unspecified country Uruguay Uzbekistan Vanuatu Vatican City State (Holy See) Venezuela Viet Nam Wallis & Futuna Islands Western Sahara Yemen Yugoslavia Zaire Zambia Zimbabwe * Discover More From Informa Tech HDI InformationWeek No Jitter ICMI Interop Ovum Working With Us Contact Us About Us Advertising Press Room Follow ICMI on Social Home Cookies Privacy Terms Copyright © 2020 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and head office is 5 Howick Place, London, SW1P 1WG. Modal title × These are extraordinary times, and we, the ICMI team, want to offer a helping hand. Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy. As the leader in support, service, and guidance to contact centers, we’re here to help. Close Save changes...