Culture & Morale | ICMI.com
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Culture & Morale


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How to Assess and Define Your Culture

We have all read about the importance of culture and the connection to performance, both individual and company-wide.  Having a culture that truly brings out the best in our employees-- one where... Read More

The Top 5 Reasons Employees Stay Put

Editor’s note: You may have missed this article when we first published it early last year. The advice is still relevant, so we're bringing it back in honor of Throwback Thursday. Understanding... Read More

5 Ways to Empower Contact Center Agents

A 2015 ICMI study revealed that 86 percent of contact centers don't fully empower their agents. Is your contact center part of the majority? Here's a bit of advice from the #ICMIchat... Read More

Practical Ways to Boost Customer and Employee Satisfaction

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

How to Hire and Retain All-Star Agents

High agent attrition has an enormous impact on contact centers across the globe. With attrition averaging 30% in 2017, turnover is still a leading source of exasperation for most contact center leaders.... Read More

7 Tips for Creating an Effective Contact Center Mission Statement

Does your contact center have a mission statement? Without a common purpose, it's difficult to keep employees engaged, customers satisfied, and the business running smoothly. Here are seven tips you can use... Read More

The Top Three Motivators for Any Generation

Does your contact center resemble an episode of "The Walking Dead?"  Whether or not you've reached zombie apocalypse levels of engagement, all contact center leaders must be intentional to win the hearts... Read More

Simple Ways to Cultivate Workplace Happiness

What to build a happier, healthier work environment? Looking for ways to boost morale? Our #ICMIchat community brainstormed ways to cultivate happiness at work. Watch this quick video for inspiration. Join us... Read More

3 Counterintuitive Ways You Can Significantly Improve Your Contact Center Culture

You have no shortage of ideas for improving your contact center culture. Unfortunately, many of those ideas simply “put lipstick on a pig” -- sugarcoating the core challenges you face without actually... Read More

7 Ways to Make Contact Center Training More Fun

According to ICMI research, training is a top challenge for members of the contact center community. Many teams struggle to find the time and budget for effective training and making sessions fun... Read More



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