Culture & Morale |
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Culture & Morale

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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

How to Measure and Improve Employee Satisfaction

According to the latest stats from Gallup, only one-third of U.S. employees feels engaged at work. What does this mean for productivity and the customer experience? How can we fix this lack... Read More

Change Your Thinking, Change Your Culture: How to Unlock the Full Potential of Your Organization

Changing your workplace culture requires that leaders and managers expand their ideas and imagination about what they personally can do and what their organizations can achieve. This means that they and their... Read More

ICMI Speaker Spotlight: How to Inject Positivity in Your Contact Center

In an era of great expectations and remarkable change, modern contact center leaders must find a way to satisfy their customers. Satisfied customers require satisfied and engaged employees, but in the stressful... Read More

Gestures of Trust Win Big Results

I was attending a breakout session on social media strategy at a customer service conference when the presenter asked, “Who allows their reps to have Facebook on their work computers?” Not surprisingly,... Read More

Is Generational Bias Poisoning Your Company Culture?

A lot has changed since baby boomers first entered the workplace. Technology, team structures, office spaces, work schedules and expectations continue to evolve rapidly. As more and more millennials enter the workforce,... Read More

Thinking 'Bout Them Generations

One of the hottest topics in organizations around the world is how the latest generations to enter the workforce are vastly different from their predecessors. As a member of one of these... Read More

Growing Your Contact Center Culture

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. A farmer who tries to farm less-than-fertile soil would have a difficult... Read More

One Call at a Time: How the Education at Work Contact Center is Equipping Millennials for Career Success

Do you think millennials only use their phones for selfies, texts and SnapChat posts? Is so, you’re not alone, but you’re probably wrong. According to 2015 research, 37% of millennials make five... Read More

The Stunning Stats Behind Employee Engagement

(This article was originally published in The Edge of Service™ newsletter, May 2016) My 13-year-old daughter, Grace, bought a camera at Costco last year. She had saved for many months, compared alternatives,... Read More

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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