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


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3 Ways to Find Valuable Customer Experience Insights

Customer Experience

This post originally appeared on the FCR blog. I’m 6’4” tall so I don’t typically...

Our Customer Service Week Gifts to You

Culture & Morale

How to Create Loyal Customers (And Friends)

Customer Experience

#ICMIchat Recap: Self-Service in the Small Contact Center


QueueTips Q&A Forum

More QueueTips

Forecast to Actual or Actual to Forecast


I haven't seen this asked on the forum for many years so I was wondering...


Domestic soft dialer for outbound

Click2Dialer, 1 answer

Domestic soft dialer for inbound

Click2Dialer, 1 answer

Domestic soft dialer setup

Click2Dialer, 1 answer

Domestic dialer setup with advanced security

Click2Dialer, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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5 Facts Contact Centers Don’t Know About Customers

Webinar – Oct 15 – Register Now!

Leading a contact center is more complex than it’s ever been. Traditional methodologies, metrics, and...


CUSTOMER DELIGHT: Reducing Effort >>> Increasing Engagement

Customer Experience


How to Harness the Power of Chat in...

Watch Now!


Best Practices for Delivering a Seamless Omnichannel Customer...

Multichannel Contact Center

If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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