Call Center Webinars
Empowering contact center excellence for 30 years!


Webinars Available On-Demand



ICMI Book Club Discussion:
The Culture Engine

Published February 17, 2017


3 Customer Engagement Trends to Watch in 2017

Published November 10, 2016

7 Metrics You Can’t Afford To Ignore in 2017

Published September 22, 2016

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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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