Traits of the Best Managed Call Centers

Each call center is unique -- but the best share these common characteristics.

Numbers, Notes, Noteables

Growth in the world call center market; Growing workloads vs. budgets; <b>The percentage of centers that do NOT survey customers; Greenspan on how technology affects us.

A Look at Woori Bank

Seoul, Korea-based Woori Bank is building a customer service powerhouse, and winning awards -- and customers -- along the way. Here, Kim Jinseok provides unedited notes on Woori's focus and priorities.
Jinseok Kim

The International Customer Management Institute (ICMI), ICMI Global Partners and the CMP family of companies together provide the most extensive network of call centre events, publications and information services available today, spanning six continents and serving tens of thousands of customer contact professionals worldwide. Services include:

• Conferences/Exhibitions, including ACCE (U.S.), Call Centre Expo (U.K.), Call Centre/CRM Demo and Conference (Tokyo), ICC China, and others.
• Publications, including ICMI's Customer Management Insight (descendant of Call Center Magazine), Call Center Management Review (US), CCF (UK), and a wide-variety of online services, e-zines, and webcasts.
• Training and certification programs that serve agents, analysts and planners, through to senior level managers.
• Consulting services for clients ranging from small startups to national governments and multinational companies.
• Membership through ICMI—a community of people representing organizations in over 50 countries.
• The industry’s most popular awards programs.

The group’s mission is to provide resources and expertise that help individuals and organizations improve operational performance, attain superior business results and increase the strategic value of their customer contact services.

To contact an ICMI, ICMI Global Partner, or CMP office nearest you, please visit our global services directory below.

ICMI, ICMI Global Partner and CMP Contacts

Please refer to the following directory to contact the ICMI, ICMI Global Partner, or CMP office nearest you. For ICMI services in any other geographic regions not listed please contact ICMI directly at icmi@icmi.com.