ICMI Learning and Development Resources

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Article -
Pope Leo got hung up on. Your metrics would have said the call was fine.
Date Published May 28, 2026 - Last Updated May 28, 2026
By every measure most contact centers still report on, the call that turned a Chicago bank into international news was a success. That tells you something about the scorecard. When Father Tom... Read More
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Transformational Leadership Begins with Transformational Alignment
Date Published May 27, 2026 - Last Updated May 27, 2026
Alignment is one of the most powerful forces in any organization when it is done well. I often use water as the analogy. When water moves in the same unified direction, it... Read More
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Are we facing a leadership capability gap in customer service or a strategic blind spot at the executive level?
Date Published May 19, 2026 - Last Updated May 21, 2026
When a CEO says, “I don’t see the value of my contact center,” who’s fault is that? I was at an event yesterday speaking with a couple of CEOs from medium‑sized organisations.... Read More
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IPH – the Greatest Acronym You Never Knew [Part One]
Date Published May 18, 2026 - Last Updated May 18, 2026
IPH, or Interactions Per Hour, is a shift from traditional practices that prioritizes customer needs above all else; multiple factors speak to the value this mindset provides.     The Callback Volume... Read More
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How to Lead with Your Heart
Date Published May 13, 2026 - Last Updated May 13, 2026
Contact centers are often judged by what can be measured: service level, handle time, quality scores, adherence. These metrics matter. They provide structure and accountability in an environment where consistency is critical.... Read More
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Is Transformational Leadership right for you?
Date Published May 12, 2026 - Last Updated May 12, 2026
In my last article, I discussed what Transformational Leadership is and how you can apply the first of the core attributes (influence), to your leadership style. A quick review: Transformational Leadership centers... Read More
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We’re Approaching Networking Backwards
Date Published May 11, 2026 - Last Updated May 11, 2026
You’ve seen it before, and if you’re being honest, you probably don’t love it. You accept a LinkedIn connection request and within a minute you get a follow-up message with someone’s resume... Read More
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Use This AI Strategy for Improving Your Contact Center Operations
Date Published May 05, 2026 - Last Updated May 05, 2026
My current theme as an ICMI Contributor is strategic planning, something that CX leaders need to be doing as they seek to modernize their contact centers. No matter how far along that... Read More
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5 Ways to Champion Service Culture with Supervisors and Middle Management
Date Published May 04, 2026 - Last Updated May 01, 2026
There is a quiet trend that shows up in contact centers struggling with service culture. Leadership has done the work. Values are defined, and the vision is communicated. Yet something is still... Read More
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Leadership Isn't a Checklist
Date Published April 29, 2026 - Last Updated April 29, 2026
A few years back, I got a call from a contact center leader I’d known for a while. She was frustrated. Her organization, a well-known Fortune 500 company, had just rolled out... Read More
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