ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Philadelphia Contact Center Training Symposium
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.


More Articles

7 Tips for Creating an Effective Contact Center Mission Statement

Culture & Morale

Does your contact center have a mission statement? Without a common purpose, it's difficult to...

Why Survival Mode Kills the Customer Experience

Customer Experience

Skills-Based Routing: 5 Common Problems You Can Avoid

Workforce Management

Putting Together the Customer Loyalty Puzzle


ICMI Forums


How to Deliver Best-in-Class Service


[color=rgb(102, 102, 102)][font=" open="" sans",="" helveticaneue,="" "helvetica="" neue",="" helvetica,="" arial,="" sans-serif]Call center environment is a...


How to calculate CSAT survey%

SeaHawkins, 2 answers

Benefits of Work From Home Programs

arsh_1011, 2 answers

Metrics Mistakes & How to Avoid Making Them

ericamarois, 1 answer

Artificial Intelligence: Hype or Happening?

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The Role of the Contact Center in the Customer Experience

Webinar – Watch Now!

What is the strategic difference between customer service and customer experience? How can contact centers...


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

Strategy & Planning


How to Make the Most of Your CX...

Watch Now!


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

Strategy & Planning

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
Clients We've Worked With