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


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5 Lessons Learned from Customer Service Failures

Customer Experience

We’ve all been on the receiving end of poor customer service. Long wait times, annoying...

Is it Time for a Website Audit?

Strategy & Planning

3 Sure-Fire Techniques for Shockingly Accurate Contact Center Forecasts

Workforce Management

#ICMIchat Recap: Tackling Contact Center Turnover

Workforce Management

QueueTips Q&A Forum

More QueueTips

Adjusting break times

Brad Cleveland

Great question. From my observation, the best centers allow some give and take around breaks...


Questions for 2/9: #CustServ Crushes

ens0204, 1 answer

Questions for 2/2: Millennials in the #CCTR

jrobbins, 1 answer

Handle time, 1 answer

CRM and the impact on AHT

scott.schleisman, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Agent Excellence: Tips for Reducing Turnover and Improving Customer Satisfaction

Webinar – Feb 18 – Register Now!

We all know that the contact center agent plays a critical role in service delivery...


Heal Service Phobia: How to Drive Patient Engagement...

Customer Experience


Why Self-Service is the Secret Sauce for Customer...

Watch Now!


How to Succeed in Your Peak Season

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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