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#ICMIchat Recap: Giving Thanks for Great Customers Service

Customer Experience

It's that time of year again.  A time to reflect, give thanks, and prepare for...

Is Chat the New King of Customer Experience?


Start the Day Like John Steinbeck

Learning & Development

ICMI's Elaine Carr Shares Secrets to Successful Global Support

Global Service Delivery

QueueTips Q&A Forum

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Contact Center Training & Events

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Webinars & Whitepapers

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Why Self-Service is the Secret Sauce for Customer Satisfaction

Webinar – Dec 10 – Register Now!

As the bond between consumers and technology grows more intimate, it becomes increasingly important for...


6 Reasons Why the Modern Contact Center Must...

Customer Experience


3 Secrets to Customer Experience
Success in 2016

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Myth Busting in the Contact Center

Customer Experience

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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