People Management | ICMI.com
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People Management


Topic Content

12 Ways to Keep Your Team Motivated

Keeping employees motivated in an age of digital distractions and competing priorities is a challenge. This is especially true in the contact center. The work can feel monotonous, the calls are often... Read More

17 Experts Weigh in on the Term "Soft Skills"

For many, their customer service vernacular is littered with the term “soft skills.” Venture into any customer service department or contact center, or read through a customer service job posting, and you... Read More

The Truth About Attrition in the Contact Center

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but... Read More

Four Effective Agent Hiring Strategies

Hiring and retaining high-performing agents is a concern for just about every customer care organization, even those with low turnover. The growth of the omnichannel contact center is increasing the competition for... Read More

ICMI Tuesday Training Tip: The Power of Professional Connections

Last week's tip was all about improving the customer experience. Are you ready for more advice to supercharge your career and your contact center? One of the most powerful secret weapons every... Read More

Managing Results and Profits? Great-That's Half the Leader's Job

How well is your call center performing? I’ll bet you can tell me the year-to-date metrics and your best performing agent in a heartbeat. You’ve got dozens of key performance metrics that... Read More

Want to Get Your Agents Obsessed with Service?

Announcing ICMI’s Next Book Club Selection--The Service Culture Handbook Every company wants employees who are obsessed with service and every contact center leader wishes for more productive and engaged agents. What’s the... Read More

The True Cost of Contact Center Agent Attrition

Contact centers are losing much more money than they think from employee turnover - a helpful benchmark of employee engagement. It’s hard to imagine that attrition, already widely recognized as the bane... Read More

Agent Retention--Employee Satisfaction Breeds Customer Satisfaction

Living in the customer experience space, we’ve all heard the customer churn statistics – depending on industry, it can cost roughly 25 times more to attract a new customer than to retain... Read More

Navigating Generational Differences in the Contact Center Workforce

What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to navigate... 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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