Contact center specialist ICMI launches technology consulting practice

22 December 2020 Consulting.us 2 min. read

The International Customer Management Institute (ICMI), a management consultancy focusing on contact center excellence, has launched a new dedicated technology consulting practice.

Founded in 1985 and based in Colorado Springs, ICMI provides training, events, informational resources, and consulting to help organizations improve customer experience and increase efficiency at every level of the contact center. The firm offers training focusing on strategic value and operations management to more than 100,000 contact center professionals annually; puts on industry events centered around education, networking, and new technologies; and delivers contact center information resources in the form of industry news, articles, webinars, and research.

On the consulting end, ICMI delivers strategic guidance to overcome common obstacles and build implementation plans; conducts best practices assessments; and provides certifications to recognize contact centers running at full efficiency.

In the last 35 years, ICMI has worked with more than 50,000 organizations in 167 countries. Some of the firm’s clients include Telus, Prudential, Sephora, and Nationwide Insurance.

The company – which is a part of UK-based publishing, business intelligence, and exhibitions giant Informa – has approximately 70 employees, according to LinkedIn.

Contact center specialist ICMI launches technology consulting practice

Now, ICMI has bolstered its consulting business with a technology practice which will offer two core services: technology optimization assessments to determine inefficiencies in existing IT infrastructure, and vendor selection advisory to source the right solution and ensure seamless implementation.

“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 at ICMI. “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.”

To lead the new practice, the firm has hired industry veteran Josh Streets, who brings more than two decades in customer experience to the role. Since 2015, Streets has run his consulting firm Scoreboard Group, which offers consulting on contact center, technology, and leadership-focused projects. Before that he spent four years as operations executive and chief culture officer at insurance firm TrueNorth Companies. Streets was also previously a senior leader focusing on contact center operations at US Cellular and Grainger.

“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 said. “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.”