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Learning & Development

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Coaching a Struggling Team

As a community, we talked a lot about coaching late last year. How does it differ from quality monitoring? Who should be doing it, and how? When is it better to coach... Read More

Trust Destructors: The Top 5 Ways to Ruin Engagement with Your Coaching Practices

One of the greatest ways we build trust with employees is through review and discussion of their work performance.  Our fairness, honesty, courage, and advocacy during coaching contributes to our credibility, which... Read More

Tips to Help You Improve the Hiring Process in 2018

Late last year we surveyed the ICMI community and asked contact center leaders to share their top challenges. Overwhelmingly, hiring & training was #1. And at ICMI's Training Symposium in Orlando last... Read More

How to Set Better Goals for Your Customer Service Team

Happy 2018, folks!  Ready or not, the new year is here.  And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often... Read More

5 Contact Center Training Trends to Watch in 2018

From fashion to food, pop culture to consumer behavior, everyone is looking for the next big thing. The search for upcoming trends is so prevalent that a Google search for ‘trending’ results... Read More

How to Have More Meaningful Coaching Conversations

Effective coaching is critical to the success of any team. But in a contact center environment, time is often short and burnt out agents can sometimes feel defensive. If you're looking for... Read More

The Top 3 Lessons I Learned in 2017

Looking back over the past year of working in contact centers, it’s a daunting task to recall the lessons I’ve learned for a few reasons. First of all, I’m turning forty in... Read More

What is gamification? And how can we use it?

At ICMI’s November Symposium in Orlando, I was asking a class for some feedback on gamification elements I had put into a new course, and someone asked, “what is gamification?” I was... Read More

ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

12 Reasons Why Your Small Contact Center Needs a Mentorship Program

During the most recent #ICMIchat, we spent some time answering eight questions from small contact center leaders. One of those questions: how can I convince my boss that a mentorship program is... Read More

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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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