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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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How to Validate Your Forecasting Model

Workforce Management

Call-volume and handle-time forecasts are accurate, but service level is still not being met. Why?...

Crisis Management Advice for Contact Center Leaders

Strategy & Planning

Establishing a Culture That Supports Distributed Teams

Culture & Morale

What do Millennials Want?

People Management

ICMI Forums

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Contact Center Management 101

ericamarois

Have you been managing contact centers for years? Perhaps you're next in line for a...

1

Crisis Planning & Recovery

ericamarois, 1 answer
1

How to Build Trust

ericamarois, 1 answer
1

OUTBOUND SALES CALLS

jerry.lowe, 1 answer
1

#CCDemo: Know Before You Go

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

More Webinars | More Whitepapers

Stop Wasting Their Time! 5 Ways to Ease Customer Frustration

Webinar – Oct 19 – Register Now!

2017 Forrester research revealed that 73% of online consumers cite valuing their time as the...

Whitepaper

TOOL KIT: How to Successfully Become an Omnichannel...

Metrics

Webinar

4 Customer Service Success Stories (and What You...

Watch Now!

Whitepaper

TREND REPORT: The Buzz Behind Omnichannel: Insights for...

Multichannel Contact Center
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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
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