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


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Putting Together the Customer Loyalty Puzzle


Loyalty, defined by Dictionary.com, is a faithful adherence to someone or a cause. When talking...

How to Maximize Contact Center Agent Productivity

Learning & Development

Data Visualization and Engagement: Do Metrics Motivate?


The Top Three Motivators for Any Generation

People Management

ICMI Forums


How to calculate CSAT survey%


I'm curious whether there is a standard best practice for calculating CSAT survey percentage. Our...


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

Cultivating Happiness in the Workplace

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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The Role of the Contact Center in the Customer Experience

Webinar – Mar 21 – Register 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
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