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

Articles

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What to Look for When Hiring Social Media Customer Care Agents

Social Media

Hiring social media customer care agents can be a tricky thing for contact center leaders....

7 Ways to Make Contact Center Training More Fun

Learning & Development

5 Ways Accelerated Learning Can Improve New Hire Training

Learning & Development

Tips for Overcoming Common Back Office Challenges

Site Operations

ICMI Forums

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Cultivating Happiness in the Workplace

ericamarois

Good morning! It's #ICMIchat day, and ICMI Contact Center Expo keynote speaker Nataly Kogan inspired...

2

Improving Agent Training

smorris, 2 answers
1

Call Center Closing Plan and Checklist

Kasper Carrington, 1 answer
1

The Relationship Between CustServ & CX

ericamarois, 1 answer
1

Improving Communication Skills

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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How to Make the Most of Your CX Metrics Using the Voice of the Customer

Webinar – Feb 22 – Register Now!

Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The...

Whitepaper

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

Social Media

Webinar

WFM Techniques for Controlling Costs & Improving Productivity

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
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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