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

Articles

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#ICMIchat Recap Contact Center Analytics

Metrics

Does your contact center use predictive analytics to solve problems? This week during #ICMIchat we...

Make Your Call Center More Intelligent with Business Analytics

Metrics

The ICMI Conference Experience: Through a Newbie's Eyes

Learning & Development

Establishing the Right Measures in Your Contact Center

Metrics

QueueTips Q&A Forum

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Social Media Best Practice

E_Marois

Hi Matt--I'm not aware of any specific conference for social customer service, but I can...

1

Forecasting with out historical data

EM CC, 1 answer
7

Industry Standard Average Speed of Answer

Guest, 7 answers
3

Shrinkage Calculations for the Call Center

Guest, 3 answers
6

Supervisor vs. Team Leader

Guest, 6 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Create Better Customer Experiences: Why the Modern Contact Center Must Go Omnichannel

Webinar – Sep 10 – Register Now!

Providing efficient service is just scratching the surface of the modern contact center’s potential. The...

Whitepaper

Best Practices for Delivering a Seamless Omnichannel Customer...

Multichannel Contact Center

Webinar

5 Surefire Ways to Satisfy Customers, Everywhere

Watch Now!

Whitepaper

Uncover the Hidden Profits in Your Contact Center

Strategy & Planning
QuickPoll

When scheduling contact center representatives, do you offer consecutive days off?

Yes, we do it for employee morale purposes and understand that it may impact our service levels/customer experience.
Yes, if it does not affect our ability to meet service level and meet customer expectations.
Yes, we do it as a part of our reward and recognition program for our representatives.
No, we do not because of the negative impact on our ability to meet customer expectations and service level.
No, we do not for multiple other reasons.
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Clients We've Worked With