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


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How to Help Agents Develop Leadership Skills

Learning & Development

Employee turnover is a top challenge for many organizations, but attrition is especially prevalent in...

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Training Metrics that Matter


ICMI Forums


best practice for CC with 2 min to 2 hour handle


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


Keys to Building a Robust Leadership Pipeline

E_Marois, 1 answer

Rallying Your Company to Become More Customer-Cent

E_Marois, 1 answer

What Contact Centers Can Learn From Disney

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How to Deliver More Conversational Service

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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...


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

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

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

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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
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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