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People Management


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12 Reasons Why Your Small Contact Center Needs a Mentorship Program

During the most recent #ICMIchat, we spent some time answering eight questions from small contact center leaders. One of those questions: how can I convince my boss that a mentorship program is... Read More

Why You Should Join the #FreeToHelp Movement

This year, Jenny Dempsey (CustomerServiceLife.com blogger) and I started the #FreeToHelp movement, and we hope you’ll join us. We believe most frontline agents are willing to help customers, but we wanted to... Read More

Fostering Loyalty in the Contact Center

Do you ever feel like it’s impossible to keep great talent in the contact center?  You’re not alone!  Leaders all over the globe have been wrestling with this issue since the invention... Read More

6 Tips for Building Effective Quality Monitoring Forms

One of the top questions we received this year was "how can I build more effective quality forms?" This week we asked our #ICMIchat participants to answer that question. Here are a... Read More

Are Quality Scores Important? 14 Experts Share Their Thoughts

Are quality scores important in the contact center? Do agents need to see a score in order to be successful? I recently explored this in an article, and when the topic came... Read More

Must Reads for New Contact Center Leaders

I’m actually a little embarrassed to admit that as a contact center leader at a small SAAS start up, I “got by” for a long time on common sense. I remember times... Read More

11 Tips to Reduce Absenteeism and Attrition

In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a... Read More

Coaching as Critical Reinforcement to Self-Directed Learning

Contact center coaching is usually focused on improving performance but is often too directive; coaches are typically promoted from within and know how to do the job themselves, but haven't had any... Read More

Six Steps to Emotional Intelligence

As a customer service pro, picking up on customer cues is the key to your success. But how can you really know what the customer is thinking - or feeling? Are you... Read More

12 Reasons Contact Center Agents Leave

The average ‘lifespan’ of a US contact center worker is approximately 3 years, with a turnover of 33 percent. And the cost of replacing those agents who do leave is steep. During... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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