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Primary Matters Releases ROI Study on ICMI Essential Skills and Knowledge Seminars

Kenwood, CA – June 19, 2006 - The International Customer Management Institute (ICMI) has recruited contact center analysis expert Primary Matters, Inc., to define the business impact and ROI for call centers attending the Essential Skills and Knowledge (ESK) Seminars. Primary Matters is now releasing their findings in an article titled “ICMI ROI Study...Essential Skills and Knowledge Seminars“.

ICMI understands the challenges and difficulties faced by contact center management, including high agent attrition, budget cuts, and lack of fundamental contact center knowledge among the key support team. The Essential Skills and Knowledge Seminar was developed to address these and other critical issues which are preventing contact centers from reaching their full strategic potential.

Contact centers who have sent their supervisors, managers and key support staff to this seminar have learned how to create a planning culture, meet service levels consistently, forecast workload accurately, dramatically improve quality and efficiency, and win the coveted support of top management. Although ICMI knew that their seminar attendees understood and realized the benefits as mentioned above, they were not able to accurately quantify the return on investment that these benefits brought to the contact centers’ bottom line.

Primary Matters, through the use of their activity-based planning and business impact analysis tool The Primary Matters Guide®, was able to define the impact of these benefits for both small and large centers. As stated by Linda Harden, Director of Operations, ICMI, “The ability to define the return on investment of various components of operational improvement has been highly enlightening, and the results remarkable. Primary Matters has helped us to better understand and communicate how our seminars help contact centers to significantly improve their profitability and strategic advantage”.

To view the results of this ROI study, please visit the Primary Matters website at the following link:

ICMI ROI Study...Essential Skills and Knowledge Seminar

About Primary Matters, Inc.

Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call (902) 794-7095, or visit

About International Customer Management Institute (ICMI) Inc.

The International Customer Management Institute (ICMI) is a global leader providing the call center (contact center, help desk) industry with consulting, training, publications, events and professional membership services. ICMI’s mission is to help individuals and organizations improve operational performance, attain superior business results and increase the strategic value of their customer contact services. Through uncompromised objectivity, a passion to discover and further the best solutions and management practices available, and a commitment to fostering a worldwide community of professionals, ICMI has earned the trust of organizations around the world. For more information:, 800-672-6177, 410-267-0700

Editorial Contact:
Noelle MacQueen
Primary Matters

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Last modified: June 20, 2006 .