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


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10 Pieces of Advice for New Contact Center Managers

People Management

Landing a new management role is both exciting and nerve-wracking.  Managing a contact center for...

How to Validate Your Forecasting Model

Workforce Management

Improve Your Contact Center Through Agent Training and Development

Learning & Development

Crisis Management Advice for Contact Center Leaders

Strategy & Planning

ICMI Forums


Contact Center Management 101


Have you been managing contact centers for years? Perhaps you're next in line for a...


Crisis Planning & Recovery

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How to Build Trust

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#CCDemo: Know Before You Go

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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 – Watch 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...

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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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