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


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How to Make AI Work With the Right Data Points


Before working to onboard new clients and ensure their continuous success and growth at Next...

3 Ways to Ace Customer Service in an Omnichannel Era

Customer Experience

How to Use Social Media to Educate, Inform, and Empower Customers

Social Media

Three Lessons Every Omnichannel Support Team Needs to Know

Customer Experience

ICMI Forums


converting chat to call


I manage a small, govt contact center (less than 50 agents) that handles complex inquiries...


IEEE is a numbered style with two components

juliamoranmike, 1 answer

Going from Pure Support to Sales

SeaHawkins, 2 answers

Call Center Facilities Best Practices?

shawn_peterson, 3 answers

CTI Integration: suggestions would be great!

pmedina, 3 answers

Contact Center Training & Events

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Webinars & Whitepapers

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The Future of Service: Best Practices for Introducing Automation to the Contact Center

Webinar – Aug 17 – Register Now!

What would your contact center be like if you could reduce customer wait times, increase...


TOOL KIT: The Fundamentals of Effective Workforce Management

People Management


The Secrets of Managing an Award-Winning Contact Center

Watch Now!


TIP SHEET: 10 Strategies to Build a Future-Forward...

Strategy & Planning

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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