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Learning & Development


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6 Simple Rules for Optimizing Your Contact Center

Contact Center Expo & Conference is just one month away, and we want to help you connect with your peers, get inspired, and optimize your contact center. Over the last two weeks,... Read More

Video: Tuesday Training Tip: Calibration Ground Rules

In our first Tuesday Training tip, we shared why calibration is a critical component of contact center quality programs. Today we're sharing six ground rules for the calibration process. Looking for more... 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

Video: Tuesday Training Tip #1: Why Calibration?

Welcome to the ICMI Tuesday Training Tip series! Each week we'll bring you a quick tip to help you optimize your contact center. To kick things off, we're focusing on calibration. Do... Read More

10 Conversation Starters for Your Next Networking Event

Let's face it. Networking events are sometimes awkward. Even for the most seasoned pros and the most outgoing individuals, making meaningful connections at an event can be difficult. That's why our #ICMIchat... Read More

Is Training the Answer?

As a Training Manager in a contact center, I was always of mixed emotions when a manager or director came to me saying “I need training for my group.” I loved that... Read More

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



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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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