Empowering contact center excellence for 30 years!
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

How to Get VOC Data without a Survey

Customer Experience

Surveys are a popular way to get customer feedback. It's not hard to understand why....

5 Keys to Effective Customer Journey Maps

Customer Experience

#ICMIchat Recap: Mapping the Customer Journey

Customer Experience

3 Ways to Find Valuable Customer Experience Insights

Customer Experience

QueueTips Q&A Forum

More QueueTips

Dialer Solution For Domestic And International


We provide support to install, configure & optimize the open source Goautodial & Vicidial Same...


Forecast to Actual or Actual to Forecast

codyjaniga-stoll, 1 answer

Call Center Quality Coaching Process

Click2Dialer, 26 answers

Industry Standard Average Speed of Answer

jeremy.gossage, 8 answers


lsmith, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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



How to Harness the Power of Chat in...

Watch Now!


Best Practices for Delivering a Seamless Omnichannel Customer...

Customer Experience

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.
More Polls
Clients We've Worked With