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Strategy & Planning


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Four Contact Center Training Trends

Many training conferences happen in the fall, and they are always followed by lots of blog posts reflecting on what people learned. In reading one this morning, the author was blown away... Read More

Answers to 4 of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel),... Read More

How to Make the Case for an Investment in New WFM Technology

Contact center technology has continuously evolved over the last 20 years and can do more now than most people could have imagined. It's now well past the “call center stage” when the... Read More

Crisis Management Advice for Contact Center Leaders

Tragedies like the shooting in Las Vegas and the California fires– which came on the heels of the tremendous destruction caused by the hurricanes in Texas, Florida, Puerto Rico and the Virgin... Read More

ICMI's Response to the Tragedy in Las Vegas

Dear ICMI Community, We were very excited to kick off Customer Service Week (CSW) today, but with the events overnight, we would like to dedicate today’s CSW outreach to a different type... Read More

When Disasters Strike: Best Practices for Planning and Recovery

Over the last few weeks, we’ve witnessed devastating disasters including dangerous wildfires, earthquakes, and hurricanes Harvey and Irma. Many of our community members live in the areas impacted, and several of our... Read More

Lessons Learned on the Road to Customer Service Improvement

Learn More About Alberta Pensions Services, 2017 ICMI Global Contact Center Award Winner for Most Improved Customer Service “Nice work on improving FCR scores. It’s clear that this team is forward-thinking, thoughtful,... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... 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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