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


More Articles

Improve Your Contact Center Through Agent Training and Development

Learning & Development

Organizations that understand the real value of professional development, culture, innovation, and creativity, also recognize...

Establishing a Culture That Supports Distributed Teams

Culture & Morale

What do Millennials Want?

People Management

Customer Service Leaders Share Tips for Building Trust

Customer Experience

ICMI Forums


Crisis Planning & Recovery


In light of the recent tragedy in Las Vegas, and the numerous natural disasters that...


How to Build Trust

ericamarois, 1 answer


jerry.lowe, 1 answer

#CCDemo: Know Before You Go

ericamarois, 1 answer

How to Survive Peak Season

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Stop Wasting Their Time! 5 Ways to Ease Customer Frustration

Webinar – Oct 19 – Register Now!

2017 Forrester research revealed that 73% of online consumers cite valuing their time as the...


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



4 Customer Service Success Stories (and What You...

Watch Now!


TREND REPORT: The Buzz Behind Omnichannel: Insights for...

Multichannel Contact Center

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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Clients We've Worked With