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


More Articles

How to Use Social Media to Educate, Inform, and Empower Customers

Social Media

An Interview with the 2017 ICMI Global Contact Center Award Winner for Best Social Media...

3 Ways to Ace Customer Service in an Omnichannel Era

Customer Experience

Can Bad Writers Improve? If You Coach Them, Yes

Learning & Development

The Top 10 Customer Service Pet Peeves

Customer Experience

ICMI Forums


Going from Pure Support to Sales


Start by explaining why the change is needed. Also, included them (where possible) in the...


Call Center Facilities Best Practices?

shawn_peterson, 3 answers

CTI Integration: suggestions would be great!

pmedina, 3 answers

Hold % and Duration on Hold

pmedina, 2 answers

Do you use spreadsheets or WFM software?

pmedina, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The Future of Service: Best Practices for Introducing Automation to the Contact Center

Webinar – Aug 17 – Register Now!

What would your contact center be like if you could reduce customer wait times, increase...


TOOL KIT: The Fundamentals of Effective Workforce Management

Workforce Management


The Secrets of Managing an Award-Winning Contact Center

Watch 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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Clients We've Worked With