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


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3 Common Contact Center Myths Debunked

No one uses the phone anymore. Being a contact center agent is a dead-end, mindless...

How Languages Impact Customer Experience

Customer Experience

10 Things Senior Level Managers Must Know About Contact Centers

Strategy & Planning

How to Handle Social Media Complaints with Confidence

Social Media

ICMI Forums


Misconceptions About Life in the Contact Center


Hi, all! It's time for another #ICMIchat. Today we'll discuss a few common myths and...


Call Center Facilities Best Practices?

shawn_peterson, 1 answer

The State of the Social #CX

ericamarois, 1 answer

What Do Your Customers Really Think?

ericamarois, 1 answer

Headcount Forecasting Help

zwilson622, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The Secrets of Managing an Award-Winning Contact Center

Webinar – Jul 13 – Register Now!

What does it take to provide award-winning customer service? Each contact center is different, but...


TOOL KIT: The Fundamentals of Effective Workforce Management

Workforce Management


Create Knock-Your-Socks-Off Customer Experiences

Watch Now!


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

Strategy & Planning

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
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