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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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10 Pieces of Advice for New Contact Center Managers

People Management

Landing a new management role is both exciting and nerve-wracking.  Managing a contact center for...

How to Validate Your Forecasting Model

Workforce Management

Improve Your Contact Center Through Agent Training and Development

Learning & Development

Crisis Management Advice for Contact Center Leaders

Strategy & Planning

ICMI Forums

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Contact Center Management 101

ericamarois

Have you been managing contact centers for years? Perhaps you're next in line for a...

1

Crisis Planning & Recovery

ericamarois, 1 answer
1

How to Build Trust

ericamarois, 1 answer
1

OUTBOUND SALES CALLS

jerry.lowe, 1 answer
1

#CCDemo: Know Before You Go

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

More Webinars | More Whitepapers

Stop Wasting Their Time! 5 Ways to Ease Customer Frustration

Webinar – Watch Now!

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

Whitepaper

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

Strategy & Planning

Webinar

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

Watch Now!

Whitepaper

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

Multichannel Contact Center
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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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