About ICMI For the contact center, this mission of improvement is fundamental to every interaction. For your customers, you want to address their needs and improve their satisfaction with your product or service and their loyalty to your brand. For employees, you want to improve their engagement, build on their job knowledge, skills, and experience, and grow their loyalty and retention. At the organizational level, you want to improve operational efficiencies, revenue, and the bottom line. No other organization understands the contact center’s focus on improvement as ICMI does. We take great pride in improving customer experiences and producing optimal business results.