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

QueueTips Q&A Forum

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Industry Standard Average Speed of Answer


I lead a contact center for a large Healthcare organization and our target is 80/40....


Shrinkage Calculations for the Call Center

Guest, 3 answers

Supervisor vs. Team Leader

Guest, 6 answers

Quality Analyst Roles/Responsibilities

Guest, 5 answers

Calculating annual attrition rate

Guest, 3 answers

Contact Center Training & Events

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Webinars & Whitepapers

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5 Surefire Ways to Satisfy Customers, Everywhere

Webinar – Jul 23 – Register Now!

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


Cloud Cover for the Call Center: Meeting Demands...



10 Award-Winning Tips for Celebrating Customer Service Week

Jul 16 – Register Now!


Driving Agent Attrition Whitepaper

People Management

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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