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

Success on a Silver Platter

Learning & Development

Success takes talent, ambition, and hard work. So why does the world have one-hit wonders?...

Outsourcing Is Evolving, Providing Many Options

Global Service Delivery

Customer Service Week Isn't Enough

Culture & Morale

5 Tips for Increasing CRM Adoption Among Millennials


QueueTips Q&A Forum

More QueueTips

Social Media Best Practice


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


Forecasting with out historical data

EM CC, 1 answer

Industry Standard Average Speed of Answer

Guest, 7 answers

Shrinkage Calculations for the Call Center

Guest, 3 answers

Supervisor vs. Team Leader

Guest, 6 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

5 Surefire Ways to Satisfy Customers, Everywhere

Webinar – Watch Now!

Today’s hyper-connected marketplace enables organizations to obtain customers around the globe.  The challenge with that,...


Uncover the Hidden Profits in Your Contact Center

Strategy & Planning


10 Award-Winning Tips for Celebrating Customer Service Week

Watch Now!


Three Insider Perspectives on Removing Roadblocks to an...

Multichannel Contact Center

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.
More Polls
Clients We've Worked With