ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Download the ICMI Contact Center Symposium brochure for Orlando, FL
ICMI contact center consulting services banner
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.

ICMI Forums


How to Survive Peak Season


Is holiday season your peak season? Is tax season your busy time? Whenever your peak...


Supervisor vs. Team Leader

emillydiasdarocha, 9 answers

Training on a Shoestring Budget

ericamarois, 1 answer

Internal Help Desk

wernda1234, 3 answers

Address formatting challenge with off-shore team

Call Center Analyst, 2 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Stop Wasting Their Time! 5 Ways to Ease Customer Frustration

Webinar – Oct 19 – Register Now!

2017 Forrester research revealed that 73% of online consumers cite valuing their time as the...


TOOL KIT: How to Successfully Become an Omnichannel...

Strategy & Planning


4 Customer Service Success Stories (and What You...

Oct 5 – Register Now!


TREND REPORT: The Buzz Behind Omnichannel: Insights for...

Multichannel Contact Center

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
More Polls
Clients We've Worked With