Learning & Development

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

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

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

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

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

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

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 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

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

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