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Learning & Development

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4 Reasons Why Your Quality Management Program Stinks

When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience.  The sad reality is that most QM programs do more harm than good. ... Read More

How Trainers Can Overcome Obstacles to Learning

What is a trainer’s primary job? (Pick one) A.    Present content B.    Convey knowledge and skills to others C.    Make training fun D.    Facilitate learning activities E.    Remove obstacles to learning We... 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

Three Lessons Every Omnichannel Support Team Needs to Know

The key to an effective omnichannel support strategy is access. Customers need access to the support team wherever they turn: social media, email, SMS, live chat, or phone. Access plays an important... Read More

Can Bad Writers Improve? If You Coach Them, Yes

I can picture you. It’s the end of a busy week and you’ve finally carved out an hour or so to do a quality check on the emails your agents send to... Read More

17 Experts Weigh in on the Term "Soft Skills"

For many, their customer service vernacular is littered with the term “soft skills.” Venture into any customer service department or contact center, or read through a customer service job posting, and you... Read More

How an Enabled Support Team Impacts Customer Experience

When it comes down to it, customer support leaders have double duty. Not only do they provide the type of customer experience that keeps customers satisfied and happy, but they have to... Read More

9 Tips for Improving Your Quality Management Program

Quality management and coaching are paramount to driving improvement in the contact center, but what's the best approach? To score or not to score? What's the most effective way to involve agents... Read More

How to Make the Most of Your Time at #CCExpo

Joining us in Orlando for ICMI Contact Center Expo? The #ICMIchat community has a few tips to help with last-minute packing and preparation! Watch the short video below, or check out a... Read More

Tuesday Training Tip: 10 Simple Ways to Improve Service

A lack of adequate technology often stands in the way of enabling contact centers to deliver the best customer experiences, but excuses only limit potential. Are you guilty of using your limitations... Read More

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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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