Learning & Development | ICMI.com
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Learning & Development

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10 Tips for Networking Like a Rock Star

Event season is here, and we’re thrilled to welcome many of you to Orlando this May for ICMI Contact Center Expo. Have you started planning your agenda? One of the biggest benefits... Read More

Training Metrics that Matter

In my spare time, I am a cookie artist. I spend many hours combining flavors in my quest to create the ultimate flavors. After each attempt at cookie awesomeness, I evaluate the... Read More

Will You Help Us Inspire Young Minds?

At UBM, we are proud of our commitment to having a positive environmental and social impact on both the communities and industries we work within.  To do our part to support the... Read More

Is Your Email Scorecard Making Agents' Writing Worse?

It's Friday morning, you're a third-grader at Maple Elementary School. You're a nervous wreck because you're taking a spelling test and you know how to spell only half the words your teacher... Read More

How Relationships Can Help Make You More Influential

Many years ago, as a new office worker, I complained to my father about the politics of my office and how much I hated them. I just wanted to do good work... Read More

How to Maximize Contact Center Agent Productivity

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

Measuring the Effectiveness of Training

Two main challenges make it difficult to measure the effectiveness of contact center training: Change - The constant evolution of the contact center environment, including changes to procedures, goals, and turnover of... Read More

7 Ways to Personalize Performance Management

In an industry ruled by metrics, it's sometimes difficult to focus on behaviors instead of numbers. But more often than not, it's the behaviors that make the most significant impact on contact... Read More

How to Develop a Leadership Pipeline in the Contact Center

Are leaders born or made? This question has been up for debate for quite some time. Regardless of whether leaders are born, or made, leadership development is critical. I have had the... Read More

Metaphors and Management Wisdom

Last month I wrote about a story involving an intimidating dragon and a knight who approached the situation from a different viewpoint, and that story got me thinking about the sayings that... Read More

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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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