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

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Characteristics of Best-in-Class Contact Centers

ericamarois

Hello, everyone! I'll be your host today as we think about the characteristics of best-in-class...

1

Hiring & Recruiting on a Budget

ericamarois, 1 answer
1

Internal Help Desk

kelli.olsick, 1 answer
1

Address formatting challenge with off-shore team

raleighcobbii, 1 answer
1

Employee Wellness

ericamarois, 1 answer

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Your CRM Isn’t A Silver Bullet: Customer Engagement Strategies That (Actually) Work

Webinar – Sep 14 – Register Now!

With an affinity for smartphones and messaging apps, consumers are changing the way they engage...

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TREND REPORT: The Buzz Behind Omnichannel: Insights for...

Multichannel Contact Center

Webinar

People, Process, & Technology in the Contact Center:...

Sep 7 – Register Now!

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TOOL KIT: The Fundamentals of Effective Workforce Management

People Management
QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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