Call Center Resources & Insight
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5 Lessons Learned from Customer Service Failures

We’ve all been on the receiving end of poor customer service. Long wait times, annoying IVRs, unforgiving return policies, and a lack of channel options can all be maddening. And inevitably these... Read More

Overcoming Obstacles of a Remote Workforce

A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document... Read More

Is it Time for a Website Audit?

Note from the editor: Dayna's tip from this week is an important reminder for the customer service community. When was the last time you took a close look at your website? Broken... Read More

3 Sure-Fire Techniques for Shockingly Accurate Contact Center Forecasts

Time is money. So said the wise Benjamin Franklin more than two hundred years ago, and it still rings true today. And this is certainly true in our contact centers, where the... Read More

#ICMIchat Recap: Tackling Contact Center Turnover

Agent turnover is one of the most common challenges in any contact center. But should contact center leaders accept it as an inevitable reality, or try to find ways to mitigate the... Read More

Between the Death of the Performance Review and Millennials, Workforce Optimization and Gamification Set to Change in 2016

2015 saw the birth of new and exciting trends that are set to transform workforce optimization. They also gave birth to new ways of engaging employees and the real time management of... Read More

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

ICMI’s editorial calendar this first quarter focuses on workforce optimization. In considering all that goes into it, an old nursery rhyme comes to mind: For want of a nail the shoe was... Read More

Rise of the Machines: Algorithms Make Better Hiring Decisions

Despite the extensive use of cognitive, behavioral, skills, language, and other types of assessments in the hiring process, many contact center recruiters fall back on what they are comfortable with: “this person... Read More

You Have to Start Somewhere

Note from the editor: What does your contact center hope to achieve this year? Higher CSAT, lower turnover, or improved morale? Whatever it is, the first step to achieving any goal is... Read More

#ICMIchat Recap: Lessons Learned from Customer Service Nightmares

They say some of the biggest failures end up becoming the best lessons, right? With that in mind, we wanted to look for lessons in some of the biggest customer service failures. ... Read More

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If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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