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People Management

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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

Minimum Wage, Maximum Return: Is the Contact Center Paradigm all Wrong?

What do Listerine, Play-Doh, and contact centers all have in common? To better understand this question, it’s best to first look back on the origins of these three unique things.  Listerine, introduced... Read More

Put Your Agent Goals to the Good Goals Test

The incentive plan was simple. Contact center agents who earned a 95 percent customer satisfaction score on post-call surveys got a $100 bonus at the end of the month. It was designed... Read More

10 Tips for Measuring and Improving Employee Engagement

According to ICMI research, employee engagement is both a top priority and a top challenge for contact center leaders. In an industry with high stress and even higher turnover, keeping agents happy,... Read More

How Contact Center Managers Can Win Well

Managing a contact center isn't easy. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives, and expected to do more with less. You know culture and morale are important,... Read More

To Team or Not to Team? That is the Question

Christine received her bachelor’s degree in May and was fortunate to land her first job within 45 days of graduating.  She was excited to begin the next phase of her life.  After... Read More

What's the State of Work-at-Home Customer Care in 2017?

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of... Read More

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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