Learning & Development | ICMI.com
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Learning & Development


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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

What Works in Training: Repetition

In previous articles, I have discussed the following research-backed techniques for training: Using multiple senses Chunking the content Aligning the learning context to the workplace context, and Guiding attention to what is... Read More

Create Better Customer Outcomes Through Journey Mapping

Interested in learning how to map the customer journey? Join Jim at Contact Center Demo & Conference! He'll lead a half-day workshop that provides everything you need to run a journey mapping... Read More

10 Tips to Master Event Networking

Fall event season is upon us, and we’re thrilled to welcome many of you to Dallas this October for Contact Center Demo and Conference! The agenda is packed, and the speaker lineup... Read More

How to Measure and Improve Employee Satisfaction

According to the latest stats from Gallup, only one-third of U.S. employees feels engaged at work. What does this mean for productivity and the customer experience? How can we fix this lack... Read More

5 Steps to Revolutionize Your Quality Program

My mind was racing after a recent #ICMIchat about contact center quality programs. As the group exchanged ideas I felt inspired to share my quality philosophies in a structured way so you... Read More

It Ain't Easy Being a Contact Center

Whether you’ve been working in the contact center for a few days or many years, you know that it isn’t easy to consistently deliver exceptional customer service experiences. To get great service... Read More

What Works in Training: Guiding Attention

One of the things that has been proven by research to work with training is guiding learners’ attention to what is most important. This may seem really obvious on the surface, but... Read More



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QuickPoll

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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