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Learning & Development


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Engaging the Elephant in Training

In her wonderful book, Design for How People Learn, Julie Dirksen likens our brains to a rider on a elephant. The rider is the conscious part of the brain that CONTROLS. The... Read More

Announcing the Next ICMI Book Club Selection

Managing a contact center comes with a unique set of challenges. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives and expected to do more with less.  This balancing... Read More

The Secret to Agent Engagement: Empower Every Employee to Lead

"Shoot for the moon, and if you miss, you’ll land in the stars!" That quote, attributed to both motivational speaker, Les Brown and inspirational author, Norman Vincent Peale, is about striving for... Read More

Tips for Staying Focused in an Always-On World

Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a... Read More

22 Ways to Improve Agent Onboarding

You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so... Read More

Video: Thriving in an Always-On World

Being always connected...is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? In this TEDx talk, Brad Cleveland provides a fresh perspective on how... Read More

Why Brilliant Questions are Powerful Training Tools

I first became aware of the power of questions a couple of decades ago when I was visiting one of my sisters who lived in a small farming community. At the end... Read More

Going the Extra Mile for Customers

Over the Christmas and New Year holiday, I spent a considerable amount of time taking customer calls. Support team members were taking well deserved time off, which meant I had to step... Read More

Call Centers on the Privacy Frontlines

The call center has always been a fast-paced environment. Running efficiently means optimizing staff time, getting new employees trained in a hurry, and maximizing every minute of the day. However, the world... Read More

Training for a Culture of Employee Engagement

Interested in learning more about contact center agent training and/or employee engagement? Join Evan this May at Contact Center Expo & Conference. The benefits of employee engagement are compelling and undeniable, as... Read More



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Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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