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


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Two Reasons Why AI Won't Replace Contact Center Agents, And One Reason Why it Might


A major conversational shift around artificial intelligence (AI) occurred in 2017. For the first time,...

Metrics Advice for Contact Center Leaders


Introducing ICMI's 2018 Featured Contributors

Learning & Development

Coaching a Struggling Team

Learning & Development

ICMI Forums


What I Wish I Knew About Working in Contact Center


Good morning! It's almost time for another #ICMIchat. Please join us at 1:00 ET. First...


Measure What Matters

ericamarois, 1 answer

Team Building in a Busy Contact Center

ericamarois, 1 answer

How to Improve the Hiring Process

ericamarois, 1 answer

Coaching vs Monitoring

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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WFM Techniques for Controlling Costs & Improving Productivity

Webinar – Feb 8 – Register Now!

Workforce management is one of the core pillars to a successful contact center operation. But,...


FROST & SULLIVAN REPORT: Are You Delivering an...



How to Hire for Culture Fit

Watch Now!


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


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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