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People Management


Topic Content

Expert Advice for Measuring and Improving Employee Engagement

Learn more about Clio, 2017 ICMI Global Contact Center Awards Winner for Best Contact Center Culture “I have worked in Customer Support for over 15 years in various roles and call centers.... Read More

How UPMC Health Plan Reduced New Hire Attrition By 25%

Learn more about UPMC Health Plan, winner of the 2017 ICMI Global Contact Center Award for Best Large Contact Center “UPMC is an exemplary case study in customer-focused service. The summaries of... Read More

What is Emotional Intelligence, and Why Does it Matter?

It seems everywhere you turn; lately, there is a reference to Emotional Intelligence. What is it? Where did it come from? And how can it make a difference in your business? These... Read More

9 Simple Ways to Invest in Employee Wellness

According to a study by Aflac, medical costs decrease approximately $3.27 for each dollar a business spends on wellness programs. And companies with a formal wellness program experience a 28% reduction in... Read More

4 Reasons Why Your Quality Management Program Stinks

When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience.  The sad reality is that most QM programs do more harm than good. ... Read More

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



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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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