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


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Skills-Based Routing: 5 Common Problems You Can Avoid

Workforce Management

Skills based routing is getting renewed attention as contact centers expand services, add channels and,...

Skills Employees Need to Work from Home

People Management

How to Maximize Contact Center Agent Productivity

Learning & Development

Data Visualization and Engagement: Do Metrics Motivate?


ICMI Forums


How to Deliver Best-in-Class Service


Happy first day of spring! I hope it's warm and sunny where you are. It's...


How to calculate CSAT survey%

christopher.jones, 1 answer

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

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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...

Social Media


How to Make the Most of Your CX...

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

Social Media

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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