Empowering contact center excellence for 30 years!


Upcoming Webinars

5 Facts Contact Centers Don’t Know About Customers

Date: October 15, 2015
Time: 1 PM Eastern Time


Pete Slease

Senior Director, CEB

Sarah McElwee, ICMI webinar

Sarah E. McElwee

Vice President – Client Operations, KBM Group

Justin Robbins

Community Manager, ICMI

Madelyn Gengelbach

Vice President, Strategic Marketing, inContact

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Newly released ICMI research uncovers a disconnect between customer expectations and contact center priorities. Is your contact center focused on what matters most? Join us as we share five facts your contact center doesn’t know about customers. Read More


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Webinars Available On-Demand



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Published December 4, 2014

Empower Every Agent to Be Your Best Agent

Published October 30, 2014

5 Steps to Modernize Your Contact Center

Published October 9, 2014

The 4 Game Changers of Customer Service

Published July 24, 2014


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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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