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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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The Secrets of Award-Winning Outsourced Service

Site Operations

An Interview with the 2017 ICMI Global Contact Center Awards Winner for Best Outsourcing Provider...

How to Make AI Work With the Right Data Points

Technology

9 Ways to Foster a Culture of Knowledge Sharing

Learning & Development

3 Ways to Ace Customer Service in an Omnichannel Era

Customer Experience

ICMI Forums

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New Channel Implementation

ericamarois

Hi, #ICMIchat friends! It's that time again. Today we're going to discuss new channel implementation....

1

converting chat to call

dsittaue, 1 answer
1

IEEE is a numbered style with two components

juliamoranmike, 1 answer
2

Going from Pure Support to Sales

SeaHawkins, 2 answers
3

Call Center Facilities Best Practices?

shawn_peterson, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The Future of Service: Best Practices for Introducing Automation to the Contact Center

Webinar – Aug 17 – Register Now!

What would your contact center be like if you could reduce customer wait times, increase...

Whitepaper

TOOL KIT: The Fundamentals of Effective Workforce Management

People Management

Webinar

The Secrets of Managing an Award-Winning Contact Center

Watch Now!

Whitepaper

TIP SHEET: 10 Strategies to Build a Future-Forward...

Strategy & Planning
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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
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No, we don’t offer this schedule option
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