ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
ICMI Contact Center Training Symposium Philadelphia event Early Bird Prices end May 11
ICMI Consulting Solutions
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.

Resources

Best Practices & Forums

Events

Conferences & Expos

Training

Professional Education

Consulting

Results-Driven Solutions

Articles

More Articles

The Measures Every Contact Center Should Have

Metrics
comment

Metrics have and continue to be a topic that generates tons of discussion and dialogue in the classes I facilitate...

Rose Polchin, Apr 25, 2018

How to Help Agents Develop Leadership Skills

Learning & Development

Introducing New Metrics? Don't Fall Victim to These 3 Pitfalls

Metrics

10 Tips for Networking Like a Rock Star

Learning & Development

ICMI Forums

More

best practice for CC with 2 min to 2 hour handle

aubrown2001

Are there any best practices for the following scenario. I have a tech support call...
1

Keys to Building a Robust Leadership Pipeline

E_Marois, 1 answer
1

Rallying Your Company to Become More Customer-Cent

E_Marois, 1 answer
1

What Contact Centers Can Learn From Disney

E_Marois, 1 answer
2

How to Deliver More Conversational Service

arsh_1011, 2 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

How to Improve the Future Strategic Status of Your Contact Center

Webinar – May 16 – Register Now!

According to ICMI research, 62% of contact centers believe their organization considers them a cost...

Whitepaper

FROST & SULLIVAN REPORT: Are You Delivering an...

Metrics

Webinar

The Future is Here: What You Need to...

Watch Now!

Whitepaper

TOOL KIT: How to Successfully Become an Omnichannel...

Metrics
QuickPoll

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

Sponsorship Opportunities
Facebook
Clients We've Worked With