Learning & Development | ICMI.com
Empowering contact center excellence for 30 years!

Learning & Development


Topic Content

5 Coaching Techniques That Will Move the Needle

No time to read? On the go? Click the button below to listen to us read this article. While I've certainly had my share of coaching conversations in my career while working... Read More

10 Knowledge Management Best Practices That Lead to Success

How can you use knowledge to better support your customers and how would you know if you were successful in achieving that goal?   In this article, I am sharing some of... Read More

Want to Reduce Turnover? Develop to Retain

On the go? No time to read? You can listen to us read this article by clicking "play" below. Be sure to subscribe to us on SoundCloud for more free resources. Contact... Read More

Training Agents to Handle Difficult Interactions

Ah, the life of a call center agent. It's a cushy job, right? Agents talk to customers on the phone and punch some information into a keyboard. Easy enough! But wait a... Read More

How to Make the Most of Your Time at #CCExpo

Will you be joining us next week in Orlando for ICMI Contact Center Expo? Here are a few quick tips to help you make the most of the experience! One final tip:... Read More

Using Improv Techniques for Contact Center Training

For many new agents, the scariest and most challenging part of a new contact center job is the unknown - not knowing what kind of call is next in the queue, and... Read More

8 Tips for Developing Influence

Need to build consensus for a new initiative? Need help getting budget approval for a technology upgrade? There's an element of office politics involved with any job, and pushing forward your agenda... Read More

Rethinking Traditional Contact Center Quality Monitoring

Throughout my contact center career, I have seen trends come and go. Some trends seem to last forever while some seem to stick around far longer than they should. These are the... Read More

3 Ways to Drive Effortless Employee Learning Experiences

Just as Dixon, Toman, and DeLisi defined the need to deliver 'Effortless Customer Experiences' in 2013, we have a similar obligation to deliver 'Effortless Employee Learning Experiences!' If it's too hard for... Read More

The Measures Every Contact Center Should Have

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More



View More Content