Culture & Morale | ICMI.com
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Culture & Morale


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The Surprising Ways Mindfulness Can Improve Your Contact Center

Serving customers and solving their problems is hard work. It may not be physically labor intensive or break your back, but it is mentally taxing and it can break one’s spirit. Helping... Read More

6 Actions Proven to Boost Agent Morale AND Performance

Focusing on two key goals at once seems counter-intuitive.  Frankly, I think these two initiatives are coupled together.  Improve the first, and you improve the second without even trying.  Get creative with... Read More

Tips and Tricks to Help You Inspire Your Team in 2017

Every contact center leader wants to manage a highly engaged team, but it’s easy to overlook employee engagement in the day-to-day push to drive performance. What are the characteristics of engaged employees,... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

Customer Service Resolutions

New year, new you? 'Tis the season for resolutions, planning, and dreaming. In that spirit our #ICMIchat community shared their customer service goals for the new year. Click through this presentation to... Read More

Training for a Culture of Employee Engagement

Interested in learning more about contact center agent training and/or employee engagement? Join Evan this May at Contact Center Expo & Conference. The benefits of employee engagement are compelling and undeniable, as... Read More

Why Corporate Social Responsibility Matters to Your Bottom Line

Spend time at any industry meeting, or browse the industry headlines and you’ll quickly realize there is a theme of how to boost retention, decrease the increasing costs per call, and increase... Read More

The Key to Building an Exceptional Service Culture

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.  Both the agent and the customer experience will be exponentially better with... Read More

Making Culture Change Sticky

In my last article (“Does Your Contact Center Culture Need a Makeover?”), I described how leaders must assess the quality of their team’s work culture. Leaders don’t typically pay attention to their... Read More

16 Ways to Recognize and Celebrate Contact Center Agents

National Customer Service Week is right around the corner! Is your team prepared to celebrate? Our #ICMIchat community spent time discussing ways to make the most of the celebrations, and to keep... Read More



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QuickPoll

What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
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