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Feature Product/Service of the Week
Every week, Call Center Times will showcase a Product or Service of the Week we feel offers the call center industry a significant benefit over existing systems, or something brand new!. The state-of-the-art is always changing, and we will try and keep our readers on the cutting edge!
Incoming Calls
Management Institute
Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland, offers the most comprehensive educational resources available for call center (contact center, interaction center, help desk) management professionals. ICMI’s focus is helping individuals and organizations understand the dynamics of today’s customer contact environment in order to improve performance and achieve superior business results. From the world’s first seminar on incoming call center management, to the
first conference on call center/Internet integration and subsequent research on multichannel integration, ICMI is a recognized global leader. ICMI is independent and is not associated with, owned or subsidized by any industry supplier; ICMI’s only source of funding is from those who use its services.
ICMI’s services include:
• Public and onsite (private) seminars
• Web seminars and e-learning courses
• Certification review seminars and study guides
• Industry studies and research papers
• Consulting services
• Software tools for scheduling and analysis
• Books (including the industry’s best-selling book, Call Center Management on Fast Forward)
• QueueTips, the popular (and free) monthly e-newsletter
• Call Center Management Review, the authoritative monthly journal for call
center leaders
• Membership in Incoming Calls Management Institute
For more information and to join a network of call center leaders, call 410-267-0700, 800-672-6177, email icmi@incoming.com or visit www.incoming.com.
Archive:
September 5, 2003
August 30, 2003
August 20, 2003
August 10, 2003
August 5, 2003
July 30, 2003
June 15, 2003
February 7, 2003
October 13, 2002
September 13, 2002
September 20, 2002
September 27, 2002
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