Culture & Morale |
Empowering contact center excellence for 30 years!

Culture & Morale

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Contact Centers are Staying Competitive by Adopting Real-Time Pay Technology

Between a tight labor market and changing employee expectations, it's increasingly difficult for contact centers to stay competitive. Data shows that adopting real-time pay technology can be the missing piece in the... Read More

7 Ways to Show Appreciation to Your Employees

100% of #ICMIchat participants agree that employees who feel appreciated are more engaged with their job. How do you express appreciation to your team members? Here are a few quick tips! For... Read More

Promoting Mental and Physical Well-Being in the Contact Center

Working in the contact center can take a massive toll on your physical and mental well-being.  When combining the stress that comes with never-ending customer requests, pressure from all types of internal... Read More

How to Transform Your Contact Center Culture

Over the past several decades I have been evaluating and analyzing different contact centers across the world. Sure, there may be a standard set of things I look at--training programs, supervisory practices,... Read More

3 Questions to Ask to Assess Your Contact Center Culture

Is culture tangible? If so, how do you recognize it? In a recent ICMI article, Rose Polchin explained how to define and assess your culture. To continue that conversation, we took this... Read More

3 Telltale Signs Your Contact Center Culture is Unhealthy

How healthy is your contact center work culture? If you're like many organizations around the globe today, your workplace is probably not that inspiring. TinyPulse's 2017 annual global employee engagement report found... Read More

Identifying Contact Center Culture Gaps and Opportunities

In part one of this blog series, we defined culture and hopefully helped you define your contact center or team culture.  In part two of this blog series, we will provide you... Read More

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

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