Culture & Morale | ICMI.com
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Culture & Morale


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5 Steps to Take Before Implementing a Wellness Program in Your Contact Center

So, you want to incorporate a wellness program into your contact center? But, you’re on a tight budget. Guess what? It’s possible! Hold on now - before you toss out the Doritos... Read More

12 Reasons Contact Center Agents Leave

The average ‘lifespan’ of a US contact center worker is approximately 3 years, with a turnover of 33 percent. And the cost of replacing those agents who do leave is steep. During... Read More

Establishing a Culture That Supports Distributed Teams

As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different... Read More

8 Tips for Surviving Peak Season

Peaks and valleys are part of life in the contact center, but proper preparation for busy seasons can make all the difference. How do you handle scheduling, communication, and morale when contact... Read More

5 Ways to Optimize Your Call Center Workforce To Increase Engagement and Reduce Turnover

As the labor market is experiencing some of the tightest conditions in recent years and as jobless claims—or the number of people filing for unemployment benefits—just hit a four decade all-time low,... Read More

Expert Advice for Measuring and Improving Employee Engagement

Learn more about Clio, 2017 ICMI Global Contact Center Awards Winner for Best Contact Center Culture “I have worked in Customer Support for over 15 years in various roles and call centers.... Read More

9 Simple Ways to Invest in Employee Wellness

According to a study by Aflac, medical costs decrease approximately $3.27 for each dollar a business spends on wellness programs. And companies with a formal wellness program experience a 28% reduction in... Read More

9 Ways to Foster a Culture of Knowledge Sharing

Effective knowledge management can go a long way in easing the service experience for both customers and agents. Do you empower your support team to create and share knowledge? Here are 9... Read More

12 Ways to Keep Your Team Motivated

Keeping employees motivated in an age of digital distractions and competing priorities is a challenge. This is especially true in the contact center. The work can feel monotonous, the calls are often... Read More

The Truth About Attrition in the Contact Center

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but... 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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