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Learning & Development

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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

Video: ICMI's Tuesday Training Tip: How to Start a Voice of the Agent Program

Many contact centers have a voice of the customer program, but collecting voice of the agent feedback can be just as valuable in enabling continuous improvement. Watch this video to learn three... Read More

Metrics for Training

In my 18 year career of managing the training function in contact centers, I have collected lots and lots of data on the training I managed, but have often struggled with what... Read More

The Shocking Truth About Children's Literacy (And What You Can Do to Help)

By now, you may have seen the viral story on Facebook about a boy named Matthew Flores. Matthew loves reading so much that he’d hang out by the neighborhood mailboxes to collect... Read More

Video: Tuesday Training Tip: Tips for Successful Calibration

In our first Tuesday training tip, I explained why calibration is a critical component of the contact center quality process. Last week, I shared six ground rules for calibration. Today's video is... Read More

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

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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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