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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 Validate Your Forecasting Model

Workforce Management

Call-volume and handle-time forecasts are accurate, but service level is still not being met. Why?...

Crisis Management Advice for Contact Center Leaders

Strategy & Planning

Establishing a Culture That Supports Distributed Teams

Culture & Morale

What do Millennials Want?

People Management

ICMI Forums


Contact Center Management 101


Have you been managing contact centers for years? Perhaps you're next in line for a...


Crisis Planning & Recovery

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How to Build Trust

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jerry.lowe, 1 answer

#CCDemo: Know Before You Go

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Contact Center Training & Events

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Webinars & Whitepapers

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Stop Wasting Their Time! 5 Ways to Ease Customer Frustration

Webinar – Oct 19 – Register Now!

2017 Forrester research revealed that 73% of online consumers cite valuing their time as the...


TOOL KIT: How to Successfully Become an Omnichannel...



4 Customer Service Success Stories (and What You...

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

Multichannel Contact Center

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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