Call Center Resources & Insight

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Meet the 2020 ICMI Featured Contributors
In 2018, we launched the ICMI Featured Contributor program. Each year since, a new roster of featured experts, from a variety of backgrounds, have shared their knowledge to help ICMI educate, inspire,... Read More

Make Your 2020 Resolutions Come True...Right Now!
The beginning of a new year is a great time to reflect on accomplishments of the past and energize ourselves for future pursuits. It's an ambitious-minded time of year for many of... Read More

ICMI's Top 50 Thought Leaders to Follow on Twitter in 2020
For six years running, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. Last month, we asked members of our community to nominate their favorite thought... Read More

Transformative Training: How to Foster Learning for Contact Center Teams
As an '80s kid, I remember watching the Transformers Generation 1 cartoons and thinking how cool it would be to be able to transform into a vehicle or weapon and save the... Read More

4 Keys to Improving Agent Satisfaction
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How to Drive Customer Experience Through Effective Agent Training
Picture this.  You're managing a contact center where your agent team has received all of the information they need to serve customers perfectly. New starter training helps your agents start taking queries... Read More

ICMI's Top 5 Articles of July 2019
There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

How Relationships Can Help Make You More Influential
Many years ago, as a new office worker, I complained to my father about the politics of my office and how much I hated them. I just wanted to do good work... Read More

2 Small Changes That Cut One Contact Center’s Agent Ramp-up Time by 75%
If you’ve ever baked a pie, scrambled eggs, or cooked steak, you know that the slightest tweak in your method (or ingredients) can produce dramatically better results. Well, Stephanie––a Training Manager at... Read More

Why the Future is Bright for Contact Center Professionals
This week during #ICMIchat, we spent some time discussing five-year plans for the contact center. We pondered what's next, how customer service leaders can drive more strategic value for their companies, the... Read More

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