What's on Your Contact Center's Radar for 2017?
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What's on Your Contact Center's Radar for 2017?

This week's #ICMIchat was all about year-end planning. We discussed hiring strategies for 2017, new service channel implementation, emerging trends, and more. Click through the presentation to find out what leading contact center experts have planned for the coming year! What's on your radar? Share your plans and priorities in the comments.

Join us on Tuesday, December 19th for the final #ICMIchat of 2016! We'll revisit some of the most popular questions from this year. Just follow and use our hashtag on Twitter to participate!

Topics: Strategy & Planning


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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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