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


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Overcoming Obstacles of a Remote Workforce

Workforce Management

A few short decades ago handling the daily communications and operations of the workplace was...

3 Sure-Fire Techniques for Shockingly Accurate Contact Center Forecasts

Workforce Management

#ICMIchat Recap: Tackling Contact Center Turnover

Workforce Management

Between the Death of the Performance Review and Millennials, Workforce Optimization and Gamification Set to...

Workforce Management

QueueTips Q&A Forum

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Questions for 2/2: Millennials in the #CCTR


Hi everyone! I'm excited to host this week's #ICMIchat as we discuss, "[i]Will Millennials change...


Handle time, 1 answer

CRM and the impact on AHT

scott.schleisman, 1 answer

1/26/16 Chat Questions

ens0204, 1 answer

Questions for 1/19

ens0204, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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Agent Excellence: Tips for Reducing Turnover and Improving Customer Satisfaction

Webinar – Feb 18 – Register Now!

We all know that the contact center agent plays a critical role in service delivery...


Heal Service Phobia: How to Drive Patient Engagement...



Why Self-Service is the Secret Sauce for Customer...

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How to Succeed in Your Peak Season


If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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