Culture & Morale | ICMI.com
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Culture & Morale


Topic Content

The Shocking Truth About Children's Literacy (And What You Can Do to Help)

By now, you may have seen the viral story on Facebook about a boy named Matthew Flores. Matthew loves reading so much that he’d hang out by the neighborhood mailboxes to collect... Read More

Want to Get Your Agents Obsessed with Service?

Announcing ICMI’s Next Book Club Selection--The Service Culture Handbook Every company wants employees who are obsessed with service and every contact center leader wishes for more productive and engaged agents. What’s the... Read More

16 Ways to Get Inspired in the Contact Center

When you think about your job, your office, your team, or your day-to-day duties, what words come to mind? If inspirational isn’t one of them, we’re here to help! We know the... Read More

The True Cost of Contact Center Agent Attrition

Contact centers are losing much more money than they think from employee turnover - a helpful benchmark of employee engagement. It’s hard to imagine that attrition, already widely recognized as the bane... Read More

Agent Retention--Employee Satisfaction Breeds Customer Satisfaction

Living in the customer experience space, we’ve all heard the customer churn statistics – depending on industry, it can cost roughly 25 times more to attract a new customer than to retain... Read More

10 Tips for Measuring and Improving Employee Engagement

According to ICMI research, employee engagement is both a top priority and a top challenge for contact center leaders. In an industry with high stress and even higher turnover, keeping agents happy,... Read More

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



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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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