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


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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


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

Culture & Morale

ICMI Forums


Cultivating Happiness in the Workplace


Good morning! It's #ICMIchat day, and ICMI Contact Center Expo keynote speaker Nataly Kogan inspired...


Improving Agent Training

smorris, 2 answers

Call Center Closing Plan and Checklist

Kasper Carrington, 1 answer

The Relationship Between CustServ & CX

ericamarois, 1 answer

Improving Communication Skills

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...


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

Strategy & Planning


WFM Techniques for Controlling Costs & Improving Productivity

Watch Now!


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

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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