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People Management


Topic Content

11 Tips to Reduce Absenteeism and Attrition

In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a... Read More

Coaching as Critical Reinforcement to Self-Directed Learning

Contact center coaching is usually focused on improving performance but is often too directive; coaches are typically promoted from within and know how to do the job themselves, but haven't had any... Read More

Six Steps to Emotional Intelligence

As a customer service pro, picking up on customer cues is the key to your success. But how can you really know what the customer is thinking - or feeling? Are you... Read More

12 Reasons Contact Center Agents Leave

The average ‘lifespan’ of a US contact center worker is approximately 3 years, with a turnover of 33 percent. And the cost of replacing those agents who do leave is steep. During... Read More

Using DiSC to Enhance the Customer and Agent Experience

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents.  Having had exposure to many of these, DiSC is my... Read More

10 Pieces of Advice for New Contact Center Managers

Landing a new management role is both exciting and nerve-wracking.  Managing a contact center for the first time can feel downright daunting. Tight budgets, high expectations, and an air of unpredictability can... Read More

Millennial View: Finding a Friend in Feedback

We’ve all heard it—Millennials thirst for constant feedback. We’re narcissists who need continual reaffirmation that we’re doing a good job at work. Managers dread hiring Millennial employees due to the amount of... Read More

Improve Your Contact Center Through Agent Training and Development

Organizations that understand the real value of professional development, culture, innovation, and creativity, also recognize the importance of continuously educating their employees. These businesses are the ones that will be better positioned... Read More

Establishing a Culture That Supports Distributed Teams

As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different... Read More

What do Millennials Want?

Unlocking Explosive Millennial Engagement in Contact Centers What do Millennials want?  First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all.  They want to do meaningful work,... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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