2014 Contact Center Research | ICMI
Empowering contact center excellence for 30 years!

The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide

To download the research report, please click here.

It appears that you don't have an account on ICMI.com. Please take the time to register by clicking here. This account will allow you the opportunity to save resources in your briefcase.


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
More Polls