#ICMIchat Recap: Improving Contact Center Morale
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#ICMIchat Recap: Improving Contact Center Morale

A vibrant culture and strong morale are critical for operational success.  We all know that happy agents make happy customers, but how can the contact center ensure agents are really happy?

This Tuesday Jeremy Watkin (@jtwatkin) hosted a lively #ICMIchat all about improving morale in the contact center. 

Read through the recap below for ideas on motivating agents, driving results without crushing morale, creating an environment of trust, and more.

Share your thoughts in the comments below:  what makes your contact center culture unique?

Topics: Culture & Morale


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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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