Culture & Morale | ICMI.com
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Culture & Morale


Topic Content

3 Counterintuitive Ways You Can Significantly Improve Your Contact Center Culture

You have no shortage of ideas for improving your contact center culture. Unfortunately, many of those ideas simply “put lipstick on a pig” -- sugarcoating the core challenges you face without actually... Read More

7 Ways to Make Contact Center Training More Fun

According to ICMI research, training is a top challenge for members of the contact center community. Many teams struggle to find the time and budget for effective training and making sessions fun... Read More

How to Motivate Contact Center Agents (Hint: It's Not About Pizza or Gift Cards)

What motivates contact center agents to do a good job? Is motivation innate, like the ability to sing on key or roll your tongue? Or does motivation come from the managers’ offer... Read More

Employee Engagement is Everyone's Responsibility

Isn’t it interesting when we hear something is everyone’s responsibility, the reality is it means that it’s no one’s responsibility? There’s a lot of truth to that because if we don’t commit... Read More

5 Ways Leaders Can Inspire a Culture of Service

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name... Read More

Team Building Tips for the Busy Contact Center

Team building is essential, but it's not always easy to find the time for it. Especially in a busy contact center environment with agents working in different shifts, time zones, and locations.... Read More

5 Strategies for Boosting Agent Morale

Increased wait times, low closing percentages and poor productivity; that's what was in store for me as I entered the contact center. Sounds like fun, right? In one of my first assignments... Read More

Trust Destructors: The Top 5 Ways to Ruin Engagement with Your Coaching Practices

One of the greatest ways we build trust with employees is through review and discussion of their work performance.  Our fairness, honesty, courage, and advocacy during coaching contributes to our credibility, which... Read More

Why You Should Join the #FreeToHelp Movement

This year, Jenny Dempsey (CustomerServiceLife.com blogger) and I started the #FreeToHelp movement, and we hope you’ll join us. We believe most frontline agents are willing to help customers, but we wanted to... Read More

Fostering Loyalty in the Contact Center

Do you ever feel like it’s impossible to keep great talent in the contact center?  You’re not alone!  Leaders all over the globe have been wrestling with this issue since the invention... Read More



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QuickPoll

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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