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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


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

Practical Ways to Boost Customer and Employee Satisfaction


Training Metrics that Matter


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

Customer Experience

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

E_Marois, 1 answer

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...


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

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The Role of the Contact Center in the...

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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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