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People Management

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The Key to Building an Exceptional Service Culture

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.  Both the agent and the customer experience will be exponentially better with... Read More

Millennial View: Finding a Friend in Feedback

We’ve all heard it—Millennials thirst for constant feedback. We’re narcissists who need continual reaffirmation that we’re doing a good job at work. Managers dread hiring Millennial employees due to the amount of... Read More

Insider's Secret: Grooming Agents for Management Positions

Want a secret to being way ahead of the game in developing management skills your contact center needs? Identify and groom agents who are good candidates for supervisor and management positions as... Read More

How to Lead with Authenticity

Leadership isn't easy. Authentic leadership is even harder. How do great leaders develop relationships and build trust with their teams without sacrificing results? We grappled with this question during #ICMIchat this week,... Read More

Who Should Drive Contact Center Performance?

Join Patrick at Contact Center Demo & Conference! He'll be leading a session on the role technology plays in engaging customers. Each contact center is its own little microcosm with its own... Read More

Celebrate Customer Service Week with ICMI and HDI

In between celebrating National Ice Cream Day, National Pancake Day, and National Talk Like a Pirate Day, we celebrate people in a certain profession. Administrative professionals have their day. Healthcare professionals have... Read More

16 Ways to Recognize and Celebrate Contact Center Agents

National Customer Service Week is right around the corner! Is your team prepared to celebrate? Our #ICMIchat community spent time discussing ways to make the most of the celebrations, and to keep... Read More

Develop Your Leadership Pipeline

To learn more about customer service leadership development, register to attend Contact Center Demo & Conference. "How many of you started your career as agents?" I posed that question to 350 contact... Read More

Proven Ways to Lead Change in the Contact Center

Mary Shelley once said, "Nothing is so painful to the human mind as a great and sudden change.”  There's no question, change is challenging, but it's also inevitable.  In the contact center,... Read More

Positive Internal Turnover: How Much is Too Much?

I will warn you straight away….this is not a subject for which I have all the answers.  That being said, it’s a very important topic that should be discussed.  This was a... Read More

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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