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

Culture & Morale


Topic Content

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

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



View More Content  

Webinars

Complimentary Webinar

The Secrets of Managing an Award-Winning Contact Center

Date: July 13th, 2017
Time: 1:00 PM Eastern Time

Sponsored By

Sponsors

Whitepapers

Complimentary Whitepaper

The Ugly Truth: You Suffer from Agent Apathy

Sponsored By

Forum

Workforce Management Manager

By daniel_vannorman

1 Answer

Leading with Authenticity

By ericamarois

1 Answer

Risk vs. Reward of Reducing SLA Goals

By kory_gage

4 Answers

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
More Polls