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


More Articles

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


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


New Channel Implementation


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


converting chat to call

dsittaue, 1 answer

IEEE is a numbered style with two components

juliamoranmike, 1 answer

Going from Pure Support to Sales

SeaHawkins, 2 answers

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...


TOOL KIT: The Fundamentals of Effective Workforce Management

People Management


The Secrets of Managing an Award-Winning Contact Center

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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