Learning & Development

Often in contact centers, we move agents into training positions, or we add training to the supervisors' responsibilities. These people may not have any previous training experience but are good at helping... Read More

Over the years I imagine I have listened to thousands of customer service phone calls.  Many times my listening was a part of a coaching session with a rep.  When it comes... Read More

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Recently I came across an interview with Stella Collins, a learning psychologist, and she talked about how the LEARNS(S) acronym can help trainers remember techniques that help lessons "stick." It's a great... Read More

Time is money. We’ve all heard—and likely said—this phrase hundreds of times. While there’s no denying that time is a valuable resource, this mantra rings especially true for customer service managers. In... Read More

During #ICMIchat this week, guest host Dr. Debra Bentson led participants on a journey to Amity Island. Inspired by Shark Week, she pulled out scenes from the movie Jaws and related them... Read More

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

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

Despite all our collective emphasis on customer experience, culturally, and via systems that drive more customer intel to Customer Service Reps (CSRs) so they can deliver improved Customer Experience (CX), I'm still... Read More

If you had to list your top frustration in calling contact centers, what comes to mind? For me, it's a tie between hearing that something "probably" or "should" happen and getting different... Read More