People Management |
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People Management

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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

6 Steps to Build Better Workforce Management

How to improve the relationship between WFM and operations Good working relationships are important across all lines of business in order to have a better chance of success. In call centers, one... Read More

How to Measure and Improve Employee Satisfaction

According to the latest stats from Gallup, only one-third of U.S. employees feels engaged at work. What does this mean for productivity and the customer experience? How can we fix this lack... Read More

5 Steps to Revolutionize Your Quality Program

My mind was racing after a recent #ICMIchat about contact center quality programs. As the group exchanged ideas I felt inspired to share my quality philosophies in a structured way so you... Read More

How to Overcome 6 Contact Center Metrics Mistakes

Reporting can become a way of life in the contact center. But with so much to collect, analyze, and act upon, it's easy to make mistakes. Is your contact center guilty of... Read More

Change Your Thinking, Change Your Culture: How to Unlock the Full Potential of Your Organization

Changing your workplace culture requires that leaders and managers expand their ideas and imagination about what they personally can do and what their organizations can achieve. This means that they and their... Read More

28 Tips for a More Efficient Contact Center

Successful contact center agents must be patient, empathetic, critical thinkers and problem solvers. They must remain composed during stressful times, and have a heart for serving customers. On top of it all,... 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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