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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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The Top 10 Contact Center Wish List Items

What would contact center employees like to see Santa bring their office? We asked #ICMIchat...

ICMI's Top 50 Thought Leaders of 2017

Social Media

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

Customer Experience

12 Reasons Why Your Small Contact Center Needs a Mentorship Program

Learning & Development

ICMI Forums

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Building a Dream Contact Center

ericamarois

It's time for another #ICMIchat, and today's topic was selected by our chat participants! We...

1

Small, But Mighty: Small Contact Center FAQs

ericamarois, 1 answer
2

OUTBOUND SALES CALLS

francisco.salvatierra, 2 answers
5

Call Center Facilities Best Practices?

francisco.salvatierra, 5 answers
1

Your Most Burning Questions of 2017 (Part 3)

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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How to Hire for Culture Fit

Webinar – Jan 18 – Register Now!

Hiring, training, and retaining the agents we need to succeed is a classic contact center...

Whitepaper

FROST & SULLIVAN REPORT: Are You Delivering an...

Social Media

Webinar

Building Your Digital Contact Center Strategy in the...

Watch Now!

Whitepaper

TOOL KIT: How to Successfully Become an Omnichannel...

Social Media
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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
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