Culture & Morale | ICMI.com
Empowering contact center excellence for 30 years!

Culture & Morale


Topic Content

To Team or Not to Team? That is the Question

Christine received her bachelor’s degree in May and was fortunate to land her first job within 45 days of graduating.  She was excited to begin the next phase of her life.  After... Read More

5 Ways to Share Contact Center Success

Let's face it, customer service is often a thankless job. Solving problems all day, dealing with angry customers, and working hard to meet a variety of KPI targets is stressful. How often... Read More

How to Keep Customer Service Rockstars on Your Team

Employee retention is a top priority for most industries, but retaining top performers in the contact center is especially challenging. Looking for ways to keep the rockstars on your team? Look no... Read More

3 Tips to Improve Employee Engagement

Not so long ago, our contact center struggled with poor employee engagement and a 66% attrition rate in the first 90 days. Fast forward a year, and we've seen dramatic improvements, including... Read More

Why Ditching Your Diaper Genie Culture Will Reduce Turnover

You don’t need us to tell you that of any industry in the world, call centers’ retention rates are among the lowest. You know turnover is your Achilles heel. The question is,... Read More

How to Develop a Customer Service Vision

I know what you may be thinking.  Yet another meaningless corporate rah-rah statement for me to forget about in a week!?  I’m with you.  Two years ago, I would have been in... Read More

The Secret to Agent Engagement: Empower Every Employee to Lead

"Shoot for the moon, and if you miss, you’ll land in the stars!" That quote, attributed to both motivational speaker, Les Brown and inspirational author, Norman Vincent Peale, is about striving for... Read More

9 Shocking Ways You're Undermining Employee Engagement

Admit it, you’re stuck in a rut. Yet again, one of your high potential agents turned in their notice. That sinking feeling in the pit of your stomach comes back. You know... Read More

It's What's Inside That Counts, So Put Your People First

When you ask someone their reasons for choosing one brand over another, how many times have you heard, “Because their customer service was fantastic”? People really value great customer care, and getting... Read More

The Top 5 Reasons Employees Stay Put

Understanding why employees stay with your company begins with a very simple task. No, it doesn’t mean looking at their pay stubs to see who you pay the most. It begins by... Read More



View More Content  
QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls