Call Center Resources & Insight
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Is Chat the New King of Customer Service?

The way we communicate is constantly changing. In fact, if you just look at the past 30 years, you can see a drastic shift in how we communicate with one another. One... Read More

Start the Day Like John Steinbeck

A handwritten note is the most powerful communication and networking tool you have in your career arsenal. Before John Steinbeck began to write each day, he would first write letters to friends.... Read More

ICMI's Elaine Carr Shares Secrets to Successful Global Support

Serving customers is complicated, and it’s only getting more complicated. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity of customer contacts. Another 62%... Read More

#ICMIchat Recap: What Does it Take to Deliver Award-Winning Service?

We all want to be award-winning. We all want to meet and exceed customer expectations.  It's not a question of if, but how. This week during #ICMIchat we spent some time pondering... Read More

Web Chat Integrated with CRM? Same Difference

So, what’s up with Web Chat? No matter where you look: everyone seems to agree that web chat is up and coming. You could actually arguably make the point that it’s already... Read More

Live Chat Companies and Privacy Ethics

Last month, Website Magazine included “Ghost Monitoring” as a feature proudly offered by a live chat software company. Ghost monitoring is the name this live chat company gave to the ability for... Read More

The Great Chat Debate

I recently attended this year’s ICMI Contact Center Demo & Conference and, as a relative newcomer to the space, I was really blown away by the passion and dedication on display throughout... Read More

Scott Sachs Shares Secrets to Successful Global Support

There’s no doubt about it, serving customers is complicated. And it’s only getting more complex. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity... Read More

#ICMIchat Recap: Live Chat Metrics

According to recent Harris research, 53% of customers would prefer to use online chat before calling a company for support. Customers want to communicate with you via chat, but what's the best... Read More

Nominate Your Favorite Thought Leader for ICMI's Top 50 List

November is a season to reflect and give thanks, and we want to give thanks to all the thought leaders in our contact center community. Last year ICMI released a list of... 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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