Articles from International Customer Management Institute

ICMI Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, announced the winners of the 2026 ICMI Global Contact Center Awards throughout the event. The awards honor and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the finalists for the 2026 ICMI Global Contact Center Awards. The awards honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments in the profession and their industries.

Last night at an awards ceremony at ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, the winners of the 2025 ICMI’s Global Contact Center Awards were unveiled. The awards honor and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, today unveils the keynote speakers. ICMI’s Contact Center Expo takes place October 27-30 at the Loews Royal Pacific Resort in Orlando, Florida. Register here.

ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the finalists for the 2025 ICMI Global Contact Center Awards Finalists. The awards honor and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, today announces registration is open for the 2025 event. ICMI’s Contact Center Expo takes place October 27-30 at the Loews Royal Pacific Resort in Orlando, Florida. Register here.

The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils Contact Center Training and Consulting opportunities to help organizations and professionals improve contact center performance.

The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the 2025 Featured Contributors and the Top 25 thought leaders.

The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils “The State of the Contact Center in 2024: Research into the Transformative Forces Shaping the Industry” report.

Last night at an awards ceremony at ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, the winners of the 2024 ICMI’s Global Contact Center Awards were unveiled. The awards honor and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the Insider’s Guide to explore the use of AI in contact centers, addressing the complexities of vendor selection, the identification of use cases and the risks involved.

ICMI's Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable growth and change in the industry, today announces the finalists for the ICMI Global Contact Center Awards. The awards honor and recognize the companies, contact centers and individuals leading the industry forward.

ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the event keynotes. ICMI’s Contact Center Expo takes place October 16-19 at the Loews Royal Pacific Resort in Orlando, Florida. Register here.

ICMI today announces ICMI Contact Center Expo: A Digital Experience will take place May 17-18, 2023. The digital event is designed to arm contact center and customer service professionals with the tools, knowledge and connections that will advance their performance and career. Register here for FREE.

The International Customer Management Institute (ICMI), the authority on contact center excellence, today unveils the 2023 Strategic Advisory Board, which is comprised of industry thought leaders, senior-level practitioners, and solution providers. The Strategic Advisory Board will help ICMI stay abreast of customer insights and contact center market developments and ensure ICMI’s content offerings and products are aligned with industry best practices and evolve at pace to serve the contact center community.

ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, will illuminate industry excellence at the ICMI Global Contact Center Awards. The awards honor and recognize the companies, contact centers, and individuals leading the community forward. ICMI also unveils the ICMI Global Contact Center Awards finalists.

ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the event keynotes. The event takes place October 24-27 at the Omni Orland Resort at Championsgate, in Orlando, Florida. Register here.