Announcing the Next ICMI Book Club Selection
Empowering contact center excellence for 30 years!

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 act can lead to high turnover rates, burnt out staff and incredible levels of stress and conflict. Sound familiar?

Karin Hurt & David Dye’s book, Winning Well: A Manager’s Guide to Getting Results—Without Losing Your Soul, is a must-read for every contact center manager. The book offers practical advice, assessments, stories and more! That’s why we’ve chosen Winning Well as our next ICMI book club selection.

Not a member of our book club? That’s okay. It’s never too late to join, and we welcome all newcomers. It’s simple. Just head over to our Goodreads group for all the details.

Learn more about our next featured book by watching the video clip below.

Save the date: On March 24th at 2pm EST, Karin and David will join us for a live Q&A discussion on Twitter. You can participate and even submit questions ahead of time by using the hashtag #ICMIbookclub.

Happy reading and we hope to chat with you on Friday, March 24th!



Topics: Learning & Development, People Management

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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