ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Philadelphia Contact Center Training Symposium
ICMI Consulting Solutions
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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

Articles

More Articles

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

More

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

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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...

Social Media

Webinar

The Role of the Contact Center in the...

Watch Now!

Whitepaper

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

Social Media
QuickPoll

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
More Polls
Clients We've Worked With