J.D. Power, ICMI Collaborate on Contact Center Consulting Services



J.D. Power, the global marketing information services firm, and The International Customer Management Institute (ICMI), a provider of resources for customer management professionals, have entered into a strategic alliance to provide contact center professionals with performance improvement services.

J.D. Power provides customer experience research and improvement solutions across channels, customer-based certified contact center programs, and leading practices, KPIs and insights from verified top performers.

“There are tremendous synergies between our two organizations and by working together we can bring a higher level of value to our respective customers; and through joint research endeavors, new insights to the contact center industry," said Mark Miller, contact center practice leader, J.D. Power, in a statement. "This strategic alliance demonstrates J.D. Power's commitment to the contact center industry and we look forward to working alongside ICMI to bring their quality online training to our current and future clients to help them improve their operations and their customer's experience."

ICMI is known for its performance improvement-based contact center training, consulting, operational site certification, as well as industry events. The alliance will allow the two organizations to add more customer value when delivering their products and services.

"ICMI and J.D. Power have been marketing partners for many years now, and we see this deeper alignment as a natural opportunity to serve our customers better," said Tara Gibb, global brand director, ICMI, in a statement. “We are excited about the opportunity to provide our customers integrated access to J.D. Power's contact center research findings, repository of over 200 best practices and benchmarking services."

Both organizations will be collaborating across their research, benchmarking, training, events, and online services to empower contact centers of all sizes and their teams – from agents to executives – with the tools they need to take their customer service to higher levels.

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Posted October 15, 2015