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


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Metrics Advice for Contact Center Leaders


Do you ever feel like you're drowning in data? You're not alone! ICMI research reveals...

Coaching a Struggling Team

Learning & Development

Find Big Talent for Your Small Contact Center


Team Building Tips for the Busy Contact Center

Culture & Morale

ICMI Forums


Measure What Matters


Good morning! It's time for another #ICMIchat, and today we're bringing it back to the...


Team Building in a Busy Contact Center

ericamarois, 1 answer

How to Improve the Hiring Process

ericamarois, 1 answer

Coaching vs Monitoring

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Abandonment calculation

chetna.y15, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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WFM Techniques for Controlling Costs & Improving Productivity

Webinar – Feb 8 – Register Now!

Workforce management is one of the core pillars to a successful contact center operation. But,...


FROST & SULLIVAN REPORT: Are You Delivering an...

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How to Hire for Culture Fit

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

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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
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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