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


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What Does it Take to Deliver Best-in-Class Service?

Customer Experience

Most contact centers use similar metrics, processes, and operating procedures. So why are some more...

Want to Improve Quality? Ditch the Score From Your Scorecards

Customer Experience

Which Comes First: The Contact Center Site Visit or the RFP?

Making Sense of the Omnichannel Customer Experience

Customer Experience

ICMI Forums


Characteristics of Best-in-Class Contact Centers


Hello, everyone! I'll be your host today as we think about the characteristics of best-in-class...


Hiring & Recruiting on a Budget

ericamarois, 1 answer

Internal Help Desk

kelli.olsick, 1 answer

Address formatting challenge with off-shore team

raleighcobbii, 1 answer

Employee Wellness

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

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Your CRM Isn’t A Silver Bullet: Customer Engagement Strategies That (Actually) Work

Webinar – Sep 14 – Register Now!

With an affinity for smartphones and messaging apps, consumers are changing the way they engage...


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

Multichannel Contact Center


People, Process, & Technology in the Contact Center:...

Sep 7 – Register Now!


TOOL KIT: The Fundamentals of Effective Workforce Management

People Management

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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