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People Management


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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

What Diversity and Inclusion Mean for Employee Engagement

When I talk about customer experience, I also discuss employee engagement because the two are interconnected. To succeed at customer experience, you have to start with employee engagement. Sir Richard Branson, the... 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

Work-at-Home Culture and Connectivity: How to Get it Right

Cultural connectivity is one of the top concerns leaders have about deploying an on scale work at home program. The question is, "how will we successfully convey our culture, and inspire people... Read More

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



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