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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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7 Ways to Make Contact Center Training More Fun

Learning & Development

According to ICMI research, training is a top challenge for members of the contact center...

Tips for Overcoming Common Back Office Challenges

Site Operations

Implementing New Technology in Your Contact Center

Technology

How to Motivate Contact Center Agents (Hint: It's Not About Pizza or Gift Cards)

Culture & Morale

ICMI Forums

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Improving Agent Training

ericamarois

Good morning, everyone! Last week's chat participants voted on this week's topic. The winner: "Improving...

1

Call Center Closing Plan and Checklist

Kasper Carrington, 1 answer
1

The Relationship Between CustServ & CX

ericamarois, 1 answer
1

Improving Communication Skills

ericamarois, 1 answer
1

What I Wish I Knew About Working in Contact Center

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

How to Make the Most of Your CX Metrics Using the Voice of the Customer

Webinar – Feb 22 – Register Now!

Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The...

Whitepaper

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

Strategy & Planning

Webinar

WFM Techniques for Controlling Costs & Improving Productivity

Watch Now!

Whitepaper

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

Strategy & Planning
QuickPoll

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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