Incoming Calls Management Institute
Mission Statement
Now a member of the CMP/Call Center Group family, Incoming Calls Management Institute (ICMI) offers the most comprehensive training programs and educational resources available for call center management professionals. Established in 1985 and based in Annapolis, Maryland, ICMI was the first to offer training on incoming call center management and has subsequently grown into a global leader whose capabilities and depth of experience are unparalleled.
Organizational Focus
ICMI's focus is helping individuals and organizations understand the dynamics of call center management in order to improve operational performance and achieve business results. ICMI provides high-caliber education and consulting to organizations ranging from small, start-up firms to national governments and multinational corporations throughout the Americas, Europe, the Middle East, Asia, the Pacific Rim, and Africa. ICMI also produces industry acclaimed publications, such as the popular "how-to" book for call center managers, Call Center Management On Fast Forward.
ICMI's successful track record stems from its longevity in working with call centers and active involvement in the evolution of the industry. Their seminars and publications have won the accolades of many of the world's most successful organizations. In recognition of its path-setting work in call center management, ICMI was a nominee for the prestigious Computerworld Smithsonian 21st Century Pioneer Award. And, as an advisor to organizations in several countries who are developing educational standards for call center professionals, ICMI is actively promoting the image of call centers and the advancement of call center professionals.
Contact Information
Brad Cleveland
President
(410) 267-0700 x958
bradc@icmi.com
Linda Harden
Senior Vice President
(410) 1267-0700 x635
lindah@icmi.com
Debbie Harne
Director, Educational Services
(618) 566-9508
debbieh@icmi.com
Jay Minnucci
VP, Consulting Services
(610) 966-4700
jaym@icmi.com
Ted Hopton
Director, Membership
(610) 918-4757
tedh@icmi.com
Susan Hash
Editor-in-Chief, Call Center Management Review
(212) 267-4797
susanh@icmi.com
