People Management | ICMI.com
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People Management


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To Team or Not to Team? That is the Question

Christine received her bachelor’s degree in May and was fortunate to land her first job within 45 days of graduating.  She was excited to begin the next phase of her life.  After... Read More

What's the State of Work-at-Home Customer Care in 2017?

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of... Read More

4 Steps to Make Contact Center Work Meaningful

It’s no secret that I reluctantly sought work in the contact center. After spending 16 years in higher education and healthcare, accepting a position in a contact center felt like a giant... Read More

4 Competencies Employees Must Master Before a Promotion

It is common for managers to encounter a time when their employees express interest in new opportunities.  When this happens to you, do you smile with great expectations for your employee or... Read More

3 Tips to Improve Employee Engagement

Not so long ago, our contact center struggled with poor employee engagement and a 66% attrition rate in the first 90 days. Fast forward a year, and we've seen dramatic improvements, including... Read More

How to Keep Customer Service Rockstars on Your Team

Employee retention is a top priority for most industries, but retaining top performers in the contact center is especially challenging. Looking for ways to keep the rockstars on your team? Look no... Read More

Why Ditching Your Diaper Genie Culture Will Reduce Turnover

You don’t need us to tell you that of any industry in the world, call centers’ retention rates are among the lowest. You know turnover is your Achilles heel. The question is,... Read More

How to Develop a Customer Service Vision

I know what you may be thinking.  Yet another meaningless corporate rah-rah statement for me to forget about in a week!?  I’m with you.  Two years ago, I would have been in... 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



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QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
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