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ICMI Launches Customer Management Operation Standards Program

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The CMOS program provides a results-driven framework for advancing a contact center's overall performance.

The International Customer Management Institute (ICMI) has unveiled the Customer Management Operation Standards (CMOS) Program, providing a results-driven framework for advancing a contact center’s overall performance. The ICMI describes its new program as a comprehensive management approach that employs a mix of specialized tools, cross-industry best practices, assessments, and proven systems that deliver sustained contact center efficiency and effectiveness.

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"The CMOS program represents the global landmark requirement for exceptional customer experiences, service quality and operational efficiency, with a focus on meeting core business objectives, including: improving the financial performance of the contact center; building and maintaining customer loyalty and lifetime customer value; standardizing processes and best practice collaboration; increasing employee engagement and satisfaction; and improving business intelligence and analytics."

This article was originally published on June 25, 2010
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