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

QueueTips Q&A Forum

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I lead a contact center for a large Healthcare organization and our target is 80/40....


Shrinkage Calculations for the Call Center

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Supervisor vs. Team Leader

Guest, 6 answers

Quality Analyst Roles/Responsibilities

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Calculating annual attrition rate

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Contact Center Training & Events

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Webinars & Whitepapers

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The State of Mobile Customer Engagement: Tips to Help You Gain Success

Webinar – Jun 4 – Register Now!

As mobile devices take a greater precedence in our lives and those of our customers,...


Cloud Cover for the Call Center: Meeting Demands...



The Top 3 Tips to Becoming a Profit...

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Driving Agent Attrition Whitepaper

Site Operations

Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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