$name | ICMI.com
Empowering contact center excellence for 30 years!

logo

Watch the Video


30th Anniversary Special Edition Content

The Surprising Ways Mindfulness Can Improve Your Contact Center

Serving customers and solving their problems is hard work. It may not be physically labor intensive or break your back, but it is mentally taxing and it can break one’s spirit. Helping... Read More

5 Barriers to Agent (and Customer) Success

Sometimes we create barriers to success. As a result, these barriers can damage morale, cause confusion, or make a task more difficult than necessary. We must learn to remove barriers, not create them!... Read More

#ICMIchat Insight: How 3 Trends Will Shape the Contact Center this Year

Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here) During #ICMIchat this week we discussed those trends! View the presentation... Read More

Going the Extra Mile for Customers

Over the Christmas and New Year holiday, I spent a considerable amount of time taking customer calls. Support team members were taking well deserved time off, which meant I had to step... Read More

9 Nuggets of Contact Center Hiring Wisdom

Join Jeremy at Contact Center Expo & Conference! He'll be presenting in two sessions--one on communicating success to the business, another on automation. Learn more. I took a Human Resources (HR) class... Read More

6 Actions Proven to Boost Agent Morale AND Performance

Focusing on two key goals at once seems counter-intuitive.  Frankly, I think these two initiatives are coupled together.  Improve the first, and you improve the second without even trying.  Get creative with... Read More

Call Centers on the Privacy Frontlines

The call center has always been a fast-paced environment. Running efficiently means optimizing staff time, getting new employees trained in a hurry, and maximizing every minute of the day. However, the world... Read More

Tips and Tricks to Help You Inspire Your Team in 2017

Every contact center leader wants to manage a highly engaged team, but it’s easy to overlook employee engagement in the day-to-day push to drive performance. What are the characteristics of engaged employees,... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

3 Trends Shaping a New Year

Meet Brad this May at ICMI's Contact Center Expo & Conference. Register by January 31st to save $400 off any pass. Baseball legend Yogi Berra once quipped, “It's tough to make predictions,... Read More



View More Content  
Infographic