Culture & Morale | ICMI.com
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Culture & Morale


Topic Content

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

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



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Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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