Call Center Research
Empowering contact center excellence for 30 years!

Research

ICMI SURVEY
WORKFORCE MANAGEMENT BENCHMARKS STUDY

The primary focus of this survey is to better understand the workforce management techniques, technologies, and best practices currently utilized in contact center environments.

 As a participant in this study, you will receive a copy of the final report upon it's completion. 

Previous Research Reports

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QuickPoll

Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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