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


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Last Minute Tips to Help You Prepare for #CCDemo

Learning & Development

Are you joining us in Las Vegas for ICMI Contact Center Demo? As you're packing...

Lessons Learned on the Road to Customer Service Improvement

Strategy & Planning

The Measures Behind Realistic Schedules


A Timely Conversation: Interval Scheduling in the Contact Center

Workforce Management

ICMI Forums




We have started a new outbound sales call where we can ship the cell phone...


#CCDemo: Know Before You Go

ericamarois, 1 answer

How to Survive Peak Season

ericamarois, 1 answer

Supervisor vs. Team Leader

emillydiasdarocha, 9 answers

Training on a Shoestring Budget

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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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...


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

Strategy & Planning


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

Oct 5 – Register Now!


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

Multichannel Contact Center

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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