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People Management


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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

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



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