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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

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

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

Characteristics of Great CX Leaders

Earlier this year, ICMI released its first list of Customer Experience (CX) Movers & Shakers. This month, we'll celebrate and honor those professionals at a ROCKstar party at ICMI Contact Center Demo.... 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

How to Empower Agents with Flexible Scheduling

According to an August 18, 2017, article by The Undercover Recruiter, one of the seven most wanted work benefits for millennials (who, as we know, make up a large portion of our... 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

Toxic Leadership Behaviors that Frustrate Employees

"People don't leave companies; they leave bosses." We've all heard that quote a time or two. If true, what can leaders do to become better bosses? The #ICMIchat community traded tips this... 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



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