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Learning & Development


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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

Featured Articles Friday: Week of October 8, 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

Nine Tips for Helping Your Customer Service Agents Write Better-Faster Emails

With the rise of SMS, chat, and social media, is using email for customer service as quaint as sending postal mail? "Tell us about the old days, Grandpa. Did you really have... Read More

Featured Articles Friday: Week of October 1, 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

Customer Service Inspiration from my Bookshelf

Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every... Read More

Featured Articles Friday: Week of September 24, 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

How to Make Every Week Customer Service Week

Customer Service Week is a great time to celebrate the great work your agents do throughout the year while refocusing everyone on our customers. Yet it doesn't have to be a one-and-done... Read More

Featured Articles Friday: Week of September 17

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 Someone New to Training Needs to Know

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

Coaching 101: It's About Development, Not Correction

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



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