ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
ICMI Consulting Solutions
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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


More Articles

Must Reads for New Contact Center Leaders

Learning & Development

I’m actually a little embarrassed to admit that as a contact center leader at a...

When it Comes to Omnichannel, Make Sure the Customer is Always Right

Coaching as Critical Reinforcement to Self-Directed Learning

Learning & Development

Four Contact Center Training Trends

Learning & Development

ICMI Forums


Your Most Burning Questions of 2017 (Part 2)


It may appear as though Facebook's tuning in through your cell phone's mic, however, the...


Your Most Burning Questions of 2017 (Part 1)

ericamarois, 1 answer

Incident Rate or Contact Rate

jean.wenzel, 1 answer

Disaster Recovery Plan

sharon.mikolitis, 1 answer

Seriously Scary Customer Experiences

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Building Your Digital Contact Center Strategy in the Age of the Customer

Webinar – Dec 7 – Register Now!

In this webinar, Justin Robbins will share the latest research on the state of technology...


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

Social Media


Stop Wasting Their Time! 5 Ways to Ease...

Watch Now!


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

Social Media

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
More Polls
Clients We've Worked With