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Featured Articles Friday: Week of September 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

Leaders: How are Your Daily Behaviors Impacting Your Team?

Every leader has an impact, every day. Do you have a positive impact, defensive impact, or somewhere in between? Research over the past ten years shows that a leader's impact is powerful... Read More

Agent Motivation That Works (Hint: Avoid Formulas)

The most successful contact centers have environments that are motivating, and fun to be part of. But how do they do it? Let me begin with a cautionary note on incentives. I've... Read More

The Contact Center Must Evolve: 5 Trends to Watch

Constant evolution is essential in the contact center industry. A few short years ago, we only talked about 'call centers' but very quickly that transformed into discussions about 'contact centers.' A contact... Read More

5 Priceless (and Free) Ways to Provide Employee Recognition

In today's labor market, attracting and retaining engaged employees is becoming increasingly difficult. The challenge is real and perhaps even more so in the contact center world.  How's this for a job... Read More

9 Ways to Instill Confidence in New Contact Center Agents

Starting a new job can be scary for anyone, but taking the first unsupervised call as a new contact center agent is particularly stressful. With so many unknowns and so many systems... Read More

Management Skills Contact Center Supervisors Need to Succeed

Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. What are some of... Read More

The Conceptual Age and Right Brain Skills

One of the concepts Daniel Pink writes about in his books is a new term he has coined called the “Conceptual Age.” According to Pink, three catalysts are responsible for the era... Read More

7 Ways to Show Appreciation to Your Employees

100% of #ICMIchat participants agree that employees who feel appreciated are more engaged with their job. How do you express appreciation to your team members? Here are a few quick tips! For... Read More

Interview: Secrets to Incredible Customer Service with Paul R. Jones

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through... Read More



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