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

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

Metrics

In a contact center, business changes constantly. Customer expectations change. Technology certainly changes. Job expectations...

Practical Ways to Boost Customer and Employee Satisfaction

Metrics

Training Metrics that Matter

Metrics

Ways Contact Center Agents Can Help Shape a Customer-Centric Culture

Customer Experience

ICMI Forums

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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

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The Future is Here: What You Need to Know About Machine Learning & AI

Webinar – Watch Now!

While recent research shows that only 41% of customers prefer to contact companies via traditional...

Whitepaper

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

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Webinar

The Role of the Contact Center in the...

Watch Now!

Whitepaper

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

Social Media
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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
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