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ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.


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How to Create Loyal Customers (And Friends)

Customer Experience

Let your best customers know how you really feel. Any chance you get to WOW...

Self-Service: The Next Channel You Can't Ignore


How to Analyze the Questions Your Customers Are Searching For


How Should Your Team Celebrate Customer Service Week?

Culture & Morale

QueueTips Q&A Forum

More QueueTips

Forecast to Actual or Actual to Forecast


I haven't seen this asked on the forum for many years so I was wondering...


Domestic soft dialer for outbound

Click2Dialer, 1 answer

Domestic soft dialer for inbound

Click2Dialer, 1 answer

Domestic soft dialer setup

Click2Dialer, 1 answer

Domestic dialer setup with advanced security

Click2Dialer, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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5 Facts Contact Centers Don’t Know About Customers

Webinar – Oct 15 – Register Now!

Leading a contact center is more complex than it’s ever been. Traditional methodologies, metrics, and...


CUSTOMER DELIGHT: Reducing Effort >>> Increasing Engagement

Customer Experience


How to Harness the Power of Chat in...

Watch Now!


Best Practices for Delivering a Seamless Omnichannel Customer...

Multichannel Contact Center

If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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