The International Customer Management Institute (ICMI), the authority on contact center excellence, has launched a new consulting practice aimed at helping companies assess, design and implement contact center technology solutions. ICMI’s Technology Practice reinforces the firm’s commitment and dedication to helping raise the strategic value of contact centers, optimize operations and improve customer service.
“We have launched the Technology Practice to address a critical need in the contact center market as companies transition to new ways of working in order to support a successful customer experience without wasting resources,” said Tara Gibb, Group Portfolio Director, ICMI/HDI. “With thirty-five years of experience working directly with contact centers, ICMI has amassed deep domain knowledge and an innovative approach to solving our client’s toughest challenges.”
Josh Streets is charged with leading ICMI’s Technology Practice, saying that the group will offer two core services: a Technology Optimization Assessment to diagnose inefficiencies in existing infrastructure and unbiased Vendor Selection to source the right solutions and ensure a seamless implementation process.
Streets is a long-time industry veteran with a career spanning more than two decades in customer experience. He learned the importance of contact center operations by serving in senior leadership roles at Grainger and U.S. Cellular among others. Most recently he founded and is Chief Executive Officer of Scorecard Group, a business and leadership consulting company.
“I’m honored to work alongside such a talented and well-respected team of consultants who are driven by purpose and an unwavering commitment to delighting our customers,” Streets added. “Through technical expertise, thought leadership and practical know-how, I’m confident that our work will have a lasting impact on the contact center industry.”
ICMI’s team of contact center technology experts are dedicated to guiding customers through whatever stage they are at in the optimization of their systems. Whether it’s evaluating current technology, streamlining tools and strategies, or shopping for and implementing new solutions, ICMI has seen it all and is ready to help.
For information on ICMI’s consulting services, research, training or events, visit https://www.icmi.com.
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is brought to you by Informa Tech.
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