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The Times They Are A Changin'

“Come gather 'round peopleWherever you roam…For the times they are a-changin'.” – Bob Dylan In life, there is only one constant: change.   You’ve witnessed this to be true at home and at... Read More

Absent Motivation Means Absent Employees

It all begins with motivation. If your employees are experiencing a lack of motivation in the work place, you’ll see this evident in their productivity. You’ll also see this evident in the... Read More

Top Contact Center Performance Management Challenges

“What’s the biggest performance management challenge in your contact center?” I recently posed this question to contact center leaders. The responses fit into four major themes: Finding time to manage the team... Read More

Establishing a Culture That Supports Distributed Teams

As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different... Read More

Calibration Consternation: You're Not Alone

I spoke to a few contact center agents recently and I couldn’t help but feel frustrated in their view of schedule adherence.  The very sound of the phrase made them go to... Read More

Resolve to Make Your Contact Center More Effective and Efficient in 2014

It’s that time of year again.  You hear about reflection, planning, goals, and resolutions more often than usual. Gym parking lots are overcrowded, treadmills are a hot commodity, and Facebook timelines are... Read More

Contact Center Spotlight: Cars.com Focuses on the Metrics That Matter Most

2013 has been an action packed year for our industry, and an exciting year at ICMI! One of the highlights was our innaugural awards dinner to celebrate ICMI's Global Contact Center Awards.... Read More

Infographic: What Are We Using All This Data For?

This year ICMI partnered with Whitepages PRO to launch the "Actionable Results: Using Big Data in the Contact Center" survey. The intent was to provide contact center professionals with the materials they... Read More

Better Data: Using Data to Drive Individual Performance

Research conducted for Gartner earlier this year revealed that their most senior clients once again identified Business Intelligence and Analytics as their #1 priority.  For many organizations, this means Big Data.  But... Read More

Freeman Provides Vision Driven Service and Support

2013 has been an action packed year for our industry, and an exciting year at ICMI! One of the highlights was our innaugural awards dinner to celebrate ICMI's Global Contact Center Awards.... Read More



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