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Find Your Three Good Things

Note from the editor:  Looking for a free, simple, but powerful way to motivate your agents and boost morale? Dayna's advice isn't just great life advice, it's great management advice. Make an... Read More

#ICMIchat Recap: Contact Center Analytics

Does your contact center use predictive analytics to solve problems? This week during #ICMIchat we explored all the ways customer service professionals can leverage big data to improve the customer experience. If... Read More

#ICMIchat Live: New Contact Center Metrics

Every Tuesday members of our community gather for a live one hour chat on Twitter.  We cover a variety of topics impacting contact center and customer experience leaders.  It's a fast-paced and... Read More

Make Your Call Center More Intelligent with Business Analytics

We’ve seen dramatic technology shifts in the call center industry during the past five to 10 years. The rise of cloud-based call center technology has made it affordable for organizations of all... Read More

The ICMI Conference Experience: Through a Newbie's Eyes

ICMI knows how to throw a party. I had the fortune of attending their Expo and Conference this year in Orlando, FL.  Speaking at a major conference for the first time, I... Read More

Establishing the Right Measures in Your Contact Center

Where do we stand? What are others doing? What do our customers expect? Given the enormous changes taking place in the business environment, these are important questions. If you’re looking guidance on... Read More

#ICMIchat Recap: New Contact Center Metrics

Has your contact center added any new metrics to the dashboard this year? As customer service evolves to encompass more and more channels, it's important to take a step back to evaluate... Read More

Lifetime Customer Value: Measuring Customer Service Performance

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100%... Read More

Three Multichannel Contact Center Metrics that Matter

Average handle time. Service level. First Contact Resolution. Everyone is interested in contact center metrics. Well, perhaps not everyone—but metrics are essential to understand how a contact center is functioning and where... Read More

What's in a name? The FCR Challenge

One of the most popular call center metrics for measuring success is First Call Resolution (FCR). Pretty simple concept: your agent resolves your customer’s concern during the first call the Customer made... Read More

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When scheduling contact center representatives, do you offer consecutive days off?

Yes, we do it for employee morale purposes and understand that it may impact our service levels/customer experience.
Yes, if it does not affect our ability to meet service level and meet customer expectations.
Yes, we do it as a part of our reward and recognition program for our representatives.
No, we do not because of the negative impact on our ability to meet customer expectations and service level.
No, we do not for multiple other reasons.
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