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Learning & Development


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Setting Solid Contact Center Goals for 2019

We're well into the fourth quarter, which means we're focused on ensuring a strong finish to the year, as well as finalizing budgets and setting 2019 objectives. It's my favorite time of... Read More

Featured Friday Articles: Week of November 5, 2018

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

Who is the Heart of the Company?

As a Training Manager and Director in different companies over the years, I used to tell my team that they were the heart of the company.  Why?  Because we had to know... Read More

Featured Friday Articles: Week of October 29, 2018

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

Featured Articles Friday: Week of October 22, 2018

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

7 Tips for Helping Agents Respond with Empathy (Even Under Pressure)

Contact volume spikes,  natural disasters, and power outages are all inevitable. Chances are, your contact center has experienced all three at some point. The most successful service organizations understand that planning is... Read More

Featured Articles Friday: Week of October 15, 2018

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

Workforce Optimization: A Systems Thinking Activity

What IS Workforce Optimization?? It's one of those BIG words you see all over the internet, from most every contact center platform provider out there. You see it as a suite of... Read More

5 Characteristics to Look for When Hiring a Trainer

Last month I wrote about the essentials that a person new to training needs to know first, which got me thinking about the qualities I look for in a trainer. In an... Read More

Three Keys to Contact Center Workforce Optimization

Staying ahead of change and leading the customer service industry requires constant evolution. Sometimes that means launching new strategies, and other times, it requires more subtle updates to processes or procedures. No... Read More



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