Call Center Resources & Insight
Empowering contact center excellence for 30 years!


Topic Content

How to Help Agents Develop Leadership Skills

Employee turnover is a top challenge for many organizations, but attrition is especially prevalent in contact centers. So, when your business is volatile and growing at a breakneck pace, how do you... Read More

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 change. But have your metrics changed? If your organization is like many others, metrics tend to fall... Read More

10 Tips for Networking Like a Rock Star

Event season is here, and we’re thrilled to welcome many of you to Orlando this May for ICMI Contact Center Expo. Have you started planning your agenda? One of the biggest benefits... Read More

Practical Ways to Boost Customer and Employee Satisfaction

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

Training Metrics that Matter

In my spare time, I am a cookie artist. I spend many hours combining flavors in my quest to create the ultimate flavors. After each attempt at cookie awesomeness, I evaluate the... Read More

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

Most companies claim to have a customer-centric culture, but how many customers would agree? This week, #ICMIchat participants discussed all the ways contact centers can rally their organization to become more customer-centric.... Read More

How to Hire and Retain All-Star Agents

High agent attrition has an enormous impact on contact centers across the globe. With attrition averaging 30% in 2017, turnover is still a leading source of exasperation for most contact center leaders.... Read More

Will You Help Us Inspire Young Minds?

At UBM, we are proud of our commitment to having a positive environmental and social impact on both the communities and industries we work within.  To do our part to support the... Read More

4 Omnichannel Metrics to Add to Your Dashboard

In the contact center industry, every organization wants to be data-driven. As a customer-facing company, having the numbers and metrics to support your business value is essential. But what we often have... Read More

A Solution to Contact Center Attendance Problems

Attendance issues are one of the most common challenges contact center leaders face. Poor attendance often leads to higher attrition, which makes it very difficult to run daily operations, meet service level... Read More

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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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