Learning & Development

At ICMI, after every conference or symposium, the team will get together to go over what happened at the event and think of ways we can improve the next one. We do... Read More

On the go? Prefer to listen instead of read? Click the button below to hear us read this article.   The magic of an ICMI event reminds us that many of the... Read More

No time to read? On the go? Click the button below to listen to us read this article. While I've certainly had my share of coaching conversations in my career while working... Read More

How can you use knowledge to better support your customers and how would you know if you were successful in achieving that goal?   In this article, I am sharing some of... Read More

On the go? No time to read? You can listen to us read this article by clicking "play" below. Be sure to subscribe to us on SoundCloud for more free resources. Contact... Read More

Ah, the life of a call center agent. It's a cushy job, right? Agents talk to customers on the phone and punch some information into a keyboard. Easy enough! But wait a... Read More

Will you be joining us next week in Orlando for ICMI Contact Center Expo? Here are a few quick tips to help you make the most of the experience! One final tip:... Read More

For many new agents, the scariest and most challenging part of a new contact center job is the unknown - not knowing what kind of call is next in the queue, and... Read More

Need to build consensus for a new initiative? Need help getting budget approval for a technology upgrade? There's an element of office politics involved with any job, and pushing forward your agenda... Read More

Throughout my contact center career, I have seen trends come and go. Some trends seem to last forever while some seem to stick around far longer than they should. These are the... Read More