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


More Articles

ICMI's Top 50 Thought Leaders of 2017

Social Media

It’s that time again! Time to recognize the shining lights in the contact center industry....

12 Reasons Why Your Small Contact Center Needs a Mentorship Program

Learning & Development

Defining Quality in Customer Service

Customer Experience

How Agent Exposure to Customer Data is Putting Contact Centers at Risk

Site Operations

ICMI Forums


Building a Dream Contact Center


It's time for another #ICMIchat, and today's topic was selected by our chat participants! We...


Small, But Mighty: Small Contact Center FAQs

ericamarois, 1 answer


francisco.salvatierra, 2 answers

Call Center Facilities Best Practices?

francisco.salvatierra, 5 answers

Your Most Burning Questions of 2017 (Part 3)

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Building Your Digital Contact Center Strategy in the Age of the Customer

Webinar – Watch Now!

In this webinar, Justin Robbins will share the latest research on the state of technology...


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

Strategy & Planning


Stop Wasting Their Time! 5 Ways to Ease...

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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