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


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Lifelong Training Practices

I recently came across four lifelong teaching practices that educator Jeffrey Benson says should happen...

How an Enabled Support Team Impacts Customer Experience

Customer Experience

3 Common Contact Center Myths Debunked

Conducting Effective Quality Calibrations

Workforce Management

ICMI Forums


Ways to Motivate Your Team


Are you noticing a dropoff in team productivity now that the lazy days of summer...


Misconceptions About Life in the Contact Center

ericamarois, 1 answer

Call Center Facilities Best Practices?

shawn_peterson, 1 answer

The State of the Social #CX

ericamarois, 1 answer

What Do Your Customers Really Think?

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The Secrets of Managing an Award-Winning Contact Center

Webinar – Jul 13 – Register Now!

What does it take to provide award-winning customer service? Each contact center is different, but...


TOOL KIT: The Fundamentals of Effective Workforce Management

Workforce Management


Create Knock-Your-Socks-Off Customer Experiences

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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