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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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A Solution to Contact Center Attendance Problems

Workforce Management

Attendance issues are one of the most common challenges contact center leaders face. Poor attendance...

Customer Service Tech Trends That Will Thrive and Die in 2018

Technology

Is Your Email Scorecard Making Agents' Writing Worse?

Learning & Development

Building the Ideal CX Dashboard

Metrics

ICMI Forums

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What Contact Centers Can Learn From Disney

E_Marois

We're gearing up for Contact Center Expo in Orlando, FL! One of our keynote speakers...

2

How to Deliver More Conversational Service

arsh_1011, 2 answers
2

How to Deliver Best-in-Class Service

arsh_1011, 2 answers
2

How to calculate CSAT survey%

SeaHawkins, 2 answers
2

Benefits of Work From Home Programs

arsh_1011, 2 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

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The Future is Here: What You Need to Know About Machine Learning & AI

Webinar – Apr 18 – Register Now!

While recent research shows that only 41% of customers prefer to contact companies via traditional...

Whitepaper

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

Social Media

Webinar

The Role of the Contact Center in the...

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
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