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

QueueTips Q&A Forum

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Industry Standard Average Speed of Answer


I lead a contact center for a large Healthcare organization and our target is 80/40....


Shrinkage Calculations for the Call Center

Guest, 3 answers

Supervisor vs. Team Leader

Guest, 6 answers

Quality Analyst Roles/Responsibilities

Guest, 5 answers

Calculating annual attrition rate

Guest, 3 answers

Contact Center Training & Events

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Webinars & Whitepapers

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5 Surefire Ways to Satisfy Customers, Everywhere

Webinar – Jul 23 – Register Now!

Today’s hyper-connected marketplace enables organizations to obtain customers around the globe.  The challenge with that,...


Cloud Cover for the Call Center: Meeting Demands...



10 Award-Winning Tips for Celebrating Customer Service Week

Jul 16 – Register Now!


Driving Agent Attrition Whitepaper

Site Operations

Are your supervisors currently scheduled (in a similar way as representatives are)?

No, they are assigned a specific shift when they start.
No, our hours of operation do not make that necessary.
No, they work with their peers to make sure we have coverage.
Yes, and they participate in a shift bidding process much like our representatives (but with their peers).
Yes, they rotate their shifts (i.e. once a quarter etc.).
Yes, we schedule supervisors with their teams.
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