Empowering contact center excellence for 30 years!


Upcoming Webinars

Create Better Customer Experiences: Why the Modern Contact Center Must Go Omnichannel

Date: September 10, 2015
Time: 1 PM Eastern Time


Anne Palmerine

Anne Palmerine

Sr. Director, Customer Engagement & Enrollment Services, UPMC Health Plan

Sheila McGee-Smith

Founder & Principal Analyst, McGee-Smith Analytics

Chris Horne

Sr. Manager of Product Marketing, Genesys

Justin Robbins

Community Manager, ICMI

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

A Panel Discussion featuring Anne Palmerine from UPMC Health Plan, Analyst Sheila McGee-Smith and Chris Horne from Genesys Read More


Sponsored by

Webinars Available On-Demand



3 Reasons to Mobilize Your Customer Service

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


View More Webinars  

When scheduling contact center representatives, do you offer consecutive days off?

Yes, we do it for employee morale purposes and understand that it may impact our service levels/customer experience.
Yes, if it does not affect our ability to meet service level and meet customer expectations.
Yes, we do it as a part of our reward and recognition program for our representatives.
No, we do not because of the negative impact on our ability to meet customer expectations and service level.
No, we do not for multiple other reasons.
More Polls