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.

"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 Friday Jun 25th 2010
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