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Culture & Morale


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7 Tips for Engaging Remote Call Center Agents

Managing turnover and retention is one of the biggest challenges facing contact center managers today. A QATC article points out that turnover rates for contact center agents average at 35 to 40%,... Read More

Featured Friday Articles: Week of November 26, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Who is the Heart of the Company?

As a Training Manager and Director in different companies over the years, I used to tell my team that they were the heart of the company.  Why?  Because we had to know... Read More

How to Practically Connect EX and CX

People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Sadly, it's often just talk.  Establishing a meaningful connection between your employee experience and the Customer... Read More

Featured Friday Articles: Week of October 29, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Featured Articles Friday: Week of October 22, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Join Our Fight Against Hunger at ICMI Contact Center Demo

Here at UBM, and ICMI, being an ethical, sustainable business is central to how we behave, how we make decisions and how we do business every day. That’s why we’re excited to... Read More

Toxic Leadership Behaviors that Frustrate Employees

"People don't leave companies; they leave bosses." We've all heard that quote a time or two. If true, what can leaders do to become better bosses? The #ICMIchat community traded tips this... Read More

Featured Articles Friday: Week of October 1, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

What Diversity and Inclusion Mean for Employee Engagement

When I talk about customer experience, I also discuss employee engagement because the two are interconnected. To succeed at customer experience, you have to start with employee engagement. Sir Richard Branson, the... Read More



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