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


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Find Your Three Good Things

Learning & Development

Note from the editor:  Looking for a free, simple, but powerful way to motivate your...

#ICMIchat Live: New Contact Center Metrics


Make Your Call Center More Intelligent with Business Analytics


The ICMI Conference Experience: Through a Newbie's Eyes

Learning & Development

QueueTips Q&A Forum

More QueueTips

Social Media Best Practice


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


Forecasting with out historical data

EM CC, 1 answer

Industry Standard Average Speed of Answer

Guest, 7 answers

Shrinkage Calculations for the Call Center

Guest, 3 answers

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...


Best Practices for Delivering a Seamless Omnichannel Customer...

Multichannel Contact Center


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

Sep 10 – Register Now!


Uncover the Hidden Profits in Your Contact Center

Strategy & Planning

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