Learning & Development | ICMI.com
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Learning & Development


Topic Content

How to Build Call Scoring Evaluation Forms

We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a... Read More

4 Steps to Make Contact Center Work Meaningful

It’s no secret that I reluctantly sought work in the contact center. After spending 16 years in higher education and healthcare, accepting a position in a contact center felt like a giant... Read More

How to Build a Better Agent Scorecard

Agent scorecards can be a polarizing topic in the contact center industry. Which performance management standards are best to include? What's the most effective way to ensure consistent scoring? Should "scorecards" even... Read More

Using Technology for Easier Employee Onboarding

First, let’s face the elephant in the room—contact centers have a huge turnover rate, which leads to continuous hiring and training of new agents. As many contact center managers are aware, this... 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

Engaging the Elephant in Training

In her wonderful book, Design for How People Learn, Julie Dirksen likens our brains to a rider on a elephant. The rider is the conscious part of the brain that CONTROLS. The... Read More

Announcing the Next ICMI Book Club Selection

Managing a contact center comes with a unique set of challenges. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives and expected to do more with less.  This balancing... 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

Tips for Staying Focused in an Always-On World

Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a... Read More

22 Ways to Improve Agent Onboarding

You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so... Read More



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