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Metrics Advice for Contact Center Leaders

Do you ever feel like you're drowning in data? You're not alone! ICMI research reveals that contact center leaders are overwhelmed by the amount of data on their dashboards. (And they're not... Read More

Coaching a Struggling Team

As a community, we talked a lot about coaching late last year. How does it differ from quality monitoring? Who should be doing it, and how? When is it better to coach... Read More

Find Big Talent for Your Small Contact Center

Filling open roles in a small contact center can be tough. Small contact centers often compete for talent with more sizable organizations that have bigger budgets, better benefits, and brand awareness, among... Read More

Team Building Tips for the Busy Contact Center

Team building is essential, but it's not always easy to find the time for it. Especially in a busy contact center environment with agents working in different shifts, time zones, and locations.... Read More

5 Strategies for Boosting Agent Morale

Increased wait times, low closing percentages and poor productivity; that's what was in store for me as I entered the contact center. Sounds like fun, right? In one of my first assignments... Read More

Trust Destructors: The Top 5 Ways to Ruin Engagement with Your Coaching Practices

One of the greatest ways we build trust with employees is through review and discussion of their work performance.  Our fairness, honesty, courage, and advocacy during coaching contributes to our credibility, which... Read More

Three Recruiting and Hiring Resolutions for the New Year

Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact... Read More

Tips to Help You Improve the Hiring Process in 2018

Late last year we surveyed the ICMI community and asked contact center leaders to share their top challenges. Overwhelmingly, hiring & training was #1. And at ICMI's Training Symposium in Orlando last... Read More

How to Set Better Goals for Your Customer Service Team

Happy 2018, folks!  Ready or not, the new year is here.  And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often... Read More

How Customer Service Must Adapt to the Largest Consumer Segment: Millennials

With ranks of over 76 million, Millennials have now overtaken boomers as the largest group of consumers in the United States. What makes this generation all the more important to consider when... 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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