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Get the inside scoop with the ICMI's in-depth Insider email newsletters — conveniently delivered to your inbox. Please select from the following menu. Then enter your email address and click the "Subscribe!" button below.
The Global Report on Call Centre Practices — New for 2007

The Global Report is a free monthly newsletter that offers fresh insight and analysis on customer management issues, and how customer contact trends and developments across the world are impacting virtually every organization in today’s communications-driven economy. The Global Report is produced by the International Customer Management Institute (ICMI), ICMI partner companies, and the CMP family of companies, leading providers of business information services worldwide.

Free Call Center Advice & Tips: QueueTips — Bi-Monthly

QueueTips is our popular twice-monthly question-and-answer forum where call center professionals can research answers to any call center problem, issue or concern. The greatest value of ICMI’s QueueTips is the massive online Knowledgebase of questions and responses, conveniently organized by topic and subtopic.

Call Center & CRM News: The CallCenter Insider — Weekly

The inside source for the latest news, solutions and case studies within the specialized customer-interaction community, including highlights from Call Center Magazine and the trends in training, staffing, site selection, multimedia call handling, and all the tools and techniques needed in the call-center business.

Contact Center Technical & Convergence News: The ConTech Insider — Weekly

This eNewsletter provides links to the latest news, market analysis and product reviews from the advanced voice/data convergence industry. Coverage includes such technology topics as VoIP, web-based contact, hosted systems, speech recognition and enhanced communications services and development.

Agent Development Content: The Agent Development Insider — Monthly

A resource that specifically focuses on coordinated Call-Center business practices that shave costs off each step of the labor process. Starting from finding the right person and putting him/her in the seat all the way to measuring agent performance on the job. A must for any call-center or customer-service manager or executive.

Speech Technologies: The Speech Tech Insider — Monthly

Brand new from Call Center Magazine, a monthly inside look at the tools, techniques and market trends impacting the rapidly developing speech recognition arena. These tools are transforming the call center - find out how they work and what they can do for you.
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Call Center
Management Review

Call Center Management Review provides research and strategies for managing a call center to maximize customer satisfaction and relationships. Packed with information and key statistics on the critical issues that affect the quality and productivity of a call center, CCMReview contains no advertising—just objective reports on what's working for other call center managers and thoughtful analysis of industry trends. Topics include: staffing and retention, monitoring, agent rewards and retention, training and performance development, key performance indicators, service level achievement, technology and more.

CCMR reports are available for free to members of ICMI.
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