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

Articles

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Social Media Best Practices for Customer Support

Social Media

Has your company received the memo that more customers are turning to social media to...

#ICMIchat Recap: Contact Center Analytics

Metrics

#ICMIchat Live: New Contact Center Metrics

Metrics

Make Your Call Center More Intelligent with Business Analytics

Metrics

QueueTips Q&A Forum

More QueueTips

Social Media Best Practice

E_Marois

Hi Matt--I'm not aware of any specific conference for social customer service, but I can...

1

Forecasting with out historical data

EM CC, 1 answer
7

Industry Standard Average Speed of Answer

Guest, 7 answers
3

Shrinkage Calculations for the Call Center

Guest, 3 answers
6

Supervisor vs. Team Leader

Guest, 6 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

How to Harness the Power of Chat in Your Contact Center

Webinar – Sep 24 – Register Now!

Did you know that more customers would prefer to use web chat than any other...

Whitepaper

Best Practices for Delivering a Seamless Omnichannel Customer...

Customer Experience

Webinar

Create Better Customer Experiences: Why the Modern Contact...

Sep 10 – Register Now!

Whitepaper

Uncover the Hidden Profits in Your Contact Center

Strategy & Planning
QuickPoll

When scheduling contact center representatives, do you offer consecutive days off?

Yes, we do it for employee morale purposes and understand that it may impact our service levels/customer experience.
Yes, if it does not affect our ability to meet service level and meet customer expectations.
Yes, we do it as a part of our reward and recognition program for our representatives.
No, we do not because of the negative impact on our ability to meet customer expectations and service level.
No, we do not for multiple other reasons.
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Clients We've Worked With