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Empowering contact center excellence for 30 years!

Culture & Morale

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5 Priceless (and Free) Ways to Provide Employee Recognition

In today's labor market, attracting and retaining engaged employees is becoming increasingly difficult. The challenge is real and perhaps even more so in the contact center world.  How's this for a job... Read More

Most Awesome Kindness Champion

In May I had the honor of giving the closing keynote at  ICMI Contact Center Expo. I talked about how practicing the skills of gratitude, kindness, and connecting to a sense of... Read More

Now Accepting Nominations for the First Annual ICMI Movers and Shakers List

ICMI needs your help identifying emerging leaders and innovators in the customer experience and contact center space. We want to shine a light on the hardworking, creative individuals who are inspiring excellence,... Read More

9 Ways to Instill Confidence in New Contact Center Agents

Starting a new job can be scary for anyone, but taking the first unsupervised call as a new contact center agent is particularly stressful. With so many unknowns and so many systems... Read More

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

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