Culture & Morale | ICMI.com
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Culture & Morale


Topic Content

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

How to Motivate Contact Center Agents (Hint: It's Not About Pizza or Gift Cards)

What motivates contact center agents to do a good job? Is motivation innate, like the ability to sing on key or roll your tongue? Or does motivation come from the managers’ offer... Read More

Employee Engagement is Everyone's Responsibility

Isn’t it interesting when we hear something is everyone’s responsibility, the reality is it means that it’s no one’s responsibility? There’s a lot of truth to that because if we don’t commit... Read More

5 Ways Leaders Can Inspire a Culture of Service

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name... Read More



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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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