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People Management

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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

9 Shocking Ways You're Undermining Employee Engagement

Admit it, you’re stuck in a rut. Yet again, one of your high potential agents turned in their notice. That sinking feeling in the pit of your stomach comes back. You know... Read More

It's What's Inside That Counts, So Put Your People First

When you ask someone their reasons for choosing one brand over another, how many times have you heard, “Because their customer service was fantastic”? People really value great customer care, and getting... 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

The Top 5 Reasons Employees Stay Put

Understanding why employees stay with your company begins with a very simple task. No, it doesn’t mean looking at their pay stubs to see who you pay the most. It begins by... Read More

The Secret to Recruiting, Hiring, and Retaining Superstar Agents

I have seen companies focus so much on employee engagement that they get carried away with things like office decor, food options, fitness classes, volunteer opportunities, and the quality of agent socials.... Read More

What Works Best in Motivating Employees: Intrinsic or Extrinsic?

Working long hours was not uncommon to Kyle.  He had been working with Wackie TEK for over five years in a variety of positions.  Kyle always took great pride in his work,... 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

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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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