Learning & Development | ICMI.com
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Learning & Development

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Live from Contact Center Demo and Conference

Hundreds of passionate contact center and customer professionals converged upon Dallas this week for ICMI's Contact Center Demo & Conference. The week began with site tours all over the city, half-day workshops,... Read More

How to Make the Most of Your Time at #CCDemo

There is nothing quite like an ICMI conference! With ICMI's Contact Center Demo & Conference just days away, we couldn't think of anything better to discuss during #ICMIchat than how to make... Read More

What Works in Training: Make it Challenging!

Many times trainers shrink from making things too challenging for learners. They want learners to experience success and so may ask easier questions where the right answer is more obvious or perform... Read More

Millennial View: Finding a Friend in Feedback

We’ve all heard it—Millennials thirst for constant feedback. We’re narcissists who need continual reaffirmation that we’re doing a good job at work. Managers dread hiring Millennial employees due to the amount of... Read More

Insider's Secret: Grooming Agents for Management Positions

Want a secret to being way ahead of the game in developing management skills your contact center needs? Identify and groom agents who are good candidates for supervisor and management positions as... Read More

How to Lead with Authenticity

Leadership isn't easy. Authentic leadership is even harder. How do great leaders develop relationships and build trust with their teams without sacrificing results? We grappled with this question during #ICMIchat this week,... Read More

Measure Your Networking Results in Adventures, Not Inches

Sarah Stealey Reed: The foyer is claustrophobically stuffed with people. We’re all customer experience professionals; I don’t recognize anyone smashed against me. My company has been recently acquired and this is the... Read More

What Works in Training: Retrieval Practice

With this month’s research-proven training topic – retrieval practice – we look at changing the focus of training from getting information INTO people’s minds to getting information OUT OF people’s minds. In... Read More

Develop Your Leadership Pipeline

To learn more about customer service leadership development, register to attend Contact Center Demo & Conference. "How many of you started your career as agents?" I posed that question to 350 contact... Read More

15 Quotes to Inspire Customer Service Excellence

ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy & technology. Those are the same areas we... Read More

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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