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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 Survive Peak Season

ericamarois

Is holiday season your peak season? Is tax season your busy time? Whenever your peak...

9

Supervisor vs. Team Leader

emillydiasdarocha, 9 answers
1

Training on a Shoestring Budget

ericamarois, 1 answer
3

Internal Help Desk

wernda1234, 3 answers
2

Address formatting challenge with off-shore team

Call Center Analyst, 2 answers

Contact Center Training & Events

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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...

Whitepaper

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

Strategy & Planning

Webinar

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

Oct 5 – Register Now!

Whitepaper

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

Multichannel Contact Center
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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