ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Download Program
Award-Winning contact center
Orlando Fl ICMI Contact Center Symposium announcement
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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


More Articles

3 Ways to Ace Customer Service in an Omnichannel Era

Customer Experience

Organizations are in a constant battle to keep up with the ever-changing landscape of customer...

Three Lessons Every Omnichannel Support Team Needs to Know

Customer Experience

Can Bad Writers Improve? If You Coach Them, Yes

Learning & Development

The Top 10 Customer Service Pet Peeves

Customer Experience

ICMI Forums


IEEE is a numbered style with two components


This post is all about IEE citations because I have observed that people are generally...


Going from Pure Support to Sales

SeaHawkins, 2 answers

Call Center Facilities Best Practices?

shawn_peterson, 3 answers

CTI Integration: suggestions would be great!

pmedina, 3 answers

Hold % and Duration on Hold

pmedina, 2 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The Future of Service: Best Practices for Introducing Automation to the Contact Center

Webinar – Aug 17 – Register Now!

What would your contact center be like if you could reduce customer wait times, increase...


TOOL KIT: The Fundamentals of Effective Workforce Management

Workforce Management


The Secrets of Managing an Award-Winning Contact Center

Watch Now!


TIP SHEET: 10 Strategies to Build a Future-Forward...

Strategy & Planning

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
More Polls
Clients We've Worked With