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Call Center and Contact Center Resources

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Article -
3 Ways to Create a High-Performing Contact Center Team
Date Published June 04, 2025 - Last Updated June 04, 2025
An organization's culture reveals what it values — its customers, employees, community and other stakeholders. Today's contact centers serve as the frontline of customer experience. Yet, few organizations effectively leverage culture as... Read More
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How to Build a Better Attendance Policy: Part 2
Date Published June 02, 2025 - Last Updated June 03, 2025
In my last article, I made the case that point-based attendance policies aren’t inherently bad — they’re just not as robust as they could be. This article explores how we might build... Read More
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Customer Centricity Starts at the Top: Leadership’s Role in Fostering a CX-Driven Culture
Date Published May 30, 2025 - Last Updated May 30, 2025
I once had the opportunity to play golf with four NFL quarterbacks: Drew Brees, Carson Palmer, Chase Daniel and Drew Stanton. It was part of a high school fundraising auction that included... Read More
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5 Strategies for Identifying and Nurturing Top Talent
Date Published May 20, 2025 - Last Updated May 20, 2025
Some people say having a great CX strategy is the most important thing for a contact center. Others might argue that creating systems and processes that suit the business is the better... Read More
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How to Make Time for Coaching in a Busy Contact Center
Date Published May 19, 2025 - Last Updated May 19, 2025
Last week, we explored how contact center leaders can reframe the way their teams approach quality assurance. (ICYMI, check out the full post here: Shift Your Contact Center QA Mindset). This week,... Read More
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Why Your Attendance Policy is Undermining Your Company: Part 1
Date Published May 16, 2025 - Last Updated May 16, 2025
Throughout my career, I’ve seen attendance policies be either the thing that no one fully understands or the bane of everyone’s existence. Interestingly enough, most attendance policies are similar. A basic point... Read More
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NEW: An Easy Way to Connect with Fellow Contact Center Pros
Date Published May 14, 2025 - Last Updated May 14, 2025
Coming Soon: ICMI Community Coffee Chats!   Contact center life moves fast. Between metrics, meetings and managing nonstop change, finding time to connect with others who truly get it can be tough.... Read More
Article -
4 Practical Ways to Shift How Your Team Views QA
Date Published May 13, 2025 - Last Updated May 13, 2025
One Friday per month, we gather members of the ICMI community for a virtual meeting we call the ICMI Idea Exchange. It’s a time to dive deep on real challenges, brainstorm solutions... Read More
Article -
5 Ways to Practice Servant Leadership in Your Contact Center
Date Published May 12, 2025 - Last Updated May 12, 2025
Contact centers are the heart of customer experience — and often, they’re pressure cookers. Between high call volumes, performance targets and emotionally charged interactions, the job can take a toll. In this... Read More
Article -
Plan Now, Celebrate Later: 10 Fun, Fresh Ideas for Customer Service Week
Date Published May 02, 2025 - Last Updated May 02, 2025
Is it just me or does it feel like Thanksgiving was last month? Thinking about Customer Service Week in October may seem premature but trust me. Now's the perfect time. Don't let... Read More
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