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


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Making the Most of Your Workforce Management Solutions: Productivity is Key

Workforce Management

A productive work environment is key to any workplace, specifically in reference to call centers...

#ICMIchat Recap: Customer Service Crushes

Customer Experience

Protect Your Contact Center from Threatening Phone Calls

Strategy & Planning

The Top Three Ways to Make Your Customers Happy

Customer Experience

QueueTips Q&A Forum

More QueueTips

Adjusting break times

Brad Cleveland

Great question. From my observation, the best centers allow some give and take around breaks...


Questions for 2/9: #CustServ Crushes

ens0204, 1 answer

Questions for 2/2: Millennials in the #CCTR

jrobbins, 1 answer

Handle time, 1 answer

CRM and the impact on AHT

scott.schleisman, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

How to Successfully Implement a New Channel in Your Contact Center

Webinar – Mar 24 – Register Now!

Implementing new channels, systems, or processes is one of the top challenges facing today’s contact...


Heal Service Phobia: How to Drive Patient Engagement...

Customer Experience


Agent Excellence: Tips for Reducing Turnover and Improving...

Feb 18 – Register Now!


How to Succeed in Your Peak Season

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.
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