Crisis Management Advice for Contact Center Leaders
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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 Islands – remind us of how fortunate we are and how we must stand up to serve one another.

As many of ICMI's community members work to move forward, we asked #ICMIchat participants to share words of advice and encouragement.

Want to add your voice, or find other ways to give back? We've compiled some resources here.

Topics: Strategy & Planning, Site Operations


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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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