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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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Success on a Silver Platter

Learning & Development

Success takes talent, ambition, and hard work. So why does the world have one-hit wonders?...

Outsourcing Is Evolving, Providing Many Options

Global Service Delivery

Customer Service Week Isn't Enough

Culture & Morale

5 Tips for Increasing CRM Adoption Among Millennials

Technology

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

5 Surefire Ways to Satisfy Customers, Everywhere

Webinar – Watch Now!

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

Whitepaper

Uncover the Hidden Profits in Your Contact Center

Strategy & Planning

Webinar

10 Award-Winning Tips for Celebrating Customer Service Week

Watch Now!

Whitepaper

Three Insider Perspectives on Removing Roadblocks to an...

Mobile
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