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Learning & Development


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5 Trends Changing the Future of Contact Center Performance Management & Training

“The secret to success is good leadership, and good leadership is all about making the lives of your team members or workers better.” - Tony Dungy, NFL Coach We hire them. We... Read More

Featured Friday Articles: Week of December 10, 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

ICMI's Top 18 Articles of 2018

The end of the year is a perfect time to reflect on the past while looking forward to the future. When we think of our favorite 2018 memories, we're filled with pride!... Read More

Customer Service Hero Spotlight: Meet Rosie Kozlowski

Friendly. Detail-oriented. Supportive. Those are just three of the words that the Customer Solutions team at FurtherSM uses to describe Rosie Kozlowski, Manager, Customer Solutions and Appeals. As her boss, Karen Jacobson,... Read More

Take Charge of Your Professional Development

It is the time of year when many of us are working on performance reviews and developing plans with our direct reports to track their professional accomplishments over the next year. These... Read More

Featured Friday Articles: Week of December 3, 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

What Callzilla Learned While Applying for the ICMI Global Contact Center Awards

For the past five years, Callzilla has participated in the ICMI Global Contact Center Awards. In 2017, Callzilla had one of its proudest moments as a company when we won our first... Read More

Featured Friday Articles: Week of November 26, 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

Expert Advice for Moving Up the Contact Center Ladder

With customer experience now at the heart of business strategy, there's never been a more exciting or rewarding time to work in the contact center. If you're interested in advancing your career,... Read More

4 Steps to Make Contact Center Work Meaningful

Note from the editors: This week, we're sharing some of the most popular posts of 2017. The advice is still relevant, so whether you're reading them for the first time, or giving... Read More



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