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Learning & Development


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Principles of Contact Center Quality

How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization? The need for organizations to improve... Read More

12 Reasons Customer Service Professionals are Giving Thanks

In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016,... Read More

What Works in Training: Corrective Feedback

Since making mistakes is the best way to learn, isn’t it logical that giving corrective feedback is important for learning? Yet, some trainers are reluctant to point out when people are wrong... Read More

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



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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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