Call Center Resources & Insight

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How to Develop a Leadership Pipeline in the Contact Center
Are leaders born or made? This question has been up for debate for quite some time. Regardless of whether leaders are born, or made, leadership development is critical. I have had the... Read More

Workforce Optimization: Tuning Your Accuracy, Performance, and Engagement
Many customer contact organizations have implemented workforce optimization (WFO) as an operational strategy to improve the overall efficiency and performance of customer care professionals. However, call center solutions have evolved significantly over... Read More

Achieving Work-Life Balance in the Contact Center
Gen Z and millennials’ expectations for their employers are changing. As companies like Uber, Postmates, and Fiverr have grown, it’s created a dramatic shift in the appeal of gig work. About 84%... Read More

Developing a Customer-Centric Culture
I recently had the privilege of teaching an ICMI Customer Experience (CX) Boot Camp to a group of contact center leaders in Alexandria, Virginia. The very first exercise I had attendees complete... Read More

Driving Performance Improvement
Regardless of industry or geography, most contact centers are experiencing a common challenge – striving to achieve more with less. Unfortunately, despite being asked to do more, there are sometimes fewer resources... Read More

Team Building Ideas for the Busy Contact Center
How important is team building in the contact center?  "Team building is critical to the success of every team. Probably more so to contact center teams. Burnout, stress, and turnover levels are... Read More

Spotlight on Excellence: Meet Ashely Trout, 2019 Best Contact Center Supervisor
For nearly a decade, ICMI has recognized outstanding contact center supervisors through the ICMI Global Contact Center Awards program. Candidates in this category must directly supervise frontline customer service agents, and meet... Read More

How to Recruit and Retain Customer-Centric Employees
In many organizations, the teams supporting customers typically recruit more often than any other department. Continually hiring can be challenging. The process of finding the right employees capable of doing the job,... Read More

Why Team Leaders Are Your Most Important Culture Coaches
Creating a purposeful, positive, productive work culture in your call center is a big job - and a critically important task. The benefits of a vibrant, fun, healthy work culture are significant.... Read More

6 Tips for Approaching Employee Retention More Proactively
Research indicates that attrition rates rise during periods of organizational change. It’s one of the things that keeps plenty of contact center leaders up at night. Yet, most of us are still... Read More

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