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People Management


Topic Content

How to Motivate Contact Center Agents (Hint: It's Not About Pizza or Gift Cards)

What motivates contact center agents to do a good job? Is motivation innate, like the ability to sing on key or roll your tongue? Or does motivation come from the managers’ offer... Read More

Employee Engagement is Everyone's Responsibility

Isn’t it interesting when we hear something is everyone’s responsibility, the reality is it means that it’s no one’s responsibility? There’s a lot of truth to that because if we don’t commit... Read More

What Hip Hop Taught Me About Leadership Communication

Communication is one of the foundational pieces that shapes the culture of a team, for better or worse. And good intentions aren’t good enough if you want a healthy culture built on... Read More

5 Ways Leaders Can Inspire a Culture of Service

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name... Read More

What Are Your Dragons? Learn How to Tackle the Difficult Things

Nobody dared go near the tower. A fearsome dragon sat on its top. Until one day a knight rode up. “Do you need help to get down?” “Please.”        -from Twitter, @MicroSF,... Read More

Leading without a Leadership Title

Your organization’s next leader could come from anywhere. In fact, regardless of their title, or position in the organizational chart, your institution has leaders throughout the company.  These colleagues are often respected... Read More

Coaching a Struggling Team

As a community, we talked a lot about coaching late last year. How does it differ from quality monitoring? Who should be doing it, and how? When is it better to coach... Read More

5 Strategies for Boosting Agent Morale

Increased wait times, low closing percentages and poor productivity; that's what was in store for me as I entered the contact center. Sounds like fun, right? In one of my first assignments... Read More

Trust Destructors: The Top 5 Ways to Ruin Engagement with Your Coaching Practices

One of the greatest ways we build trust with employees is through review and discussion of their work performance.  Our fairness, honesty, courage, and advocacy during coaching contributes to our credibility, which... Read More

Tips to Help You Improve the Hiring Process in 2018

Late last year we surveyed the ICMI community and asked contact center leaders to share their top challenges. Overwhelmingly, hiring & training was #1. And at ICMI's Training Symposium in Orlando last... 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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