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


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Want to Improve Quality? Ditch the Score From Your Scorecards

Customer Experience

Learn more about Navy Federal Credit Union, winner of the 2017 ICMI Global Contact Center...

Making Sense of the Omnichannel Customer Experience

Customer Experience

6 Questions to Ask in Your Next Agent Interview


Grab the Remote: Time to Change the (omni)channel

Customer Experience

ICMI Forums


Characteristics of Best-in-Class Contact Centers


Hello, everyone! I'll be your host today as we think about the characteristics of best-in-class...


Hiring & Recruiting on a Budget

ericamarois, 1 answer

Internal Help Desk

kelli.olsick, 1 answer

Address formatting challenge with off-shore team

raleighcobbii, 1 answer

Employee Wellness

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Your CRM Isn’t A Silver Bullet: Customer Engagement Strategies That (Actually) Work

Webinar – Sep 14 – Register Now!

With an affinity for smartphones and messaging apps, consumers are changing the way they engage...


TOOL KIT: The Fundamentals of Effective Workforce Management

Workforce Management


The Future of Service: Best Practices for Introducing...

Aug 17 – Register 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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