People Management | ICMI.com
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People Management


Topic Content

Practical Ways to Boost Customer and Employee Satisfaction

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

A Solution to Contact Center Attendance Problems

Attendance issues are one of the most common challenges contact center leaders face. Poor attendance often leads to higher attrition, which makes it very difficult to run daily operations, meet service level... Read More

Why Survival Mode Kills the Customer Experience

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start... Read More

Skills Employees Need to Work from Home

No commute, no dress code, and plenty of flexibility. Working from home sounds easy, right? Not so fast! While remote work has its perks, it also requires a unique skill set to... Read More

Data Visualization and Engagement: Do Metrics Motivate?

Everyone likes access to data about their performance! As consumers, we are driven to act by visibility of our personal data. Consider for example, fitness trackers.  Most of us like seeing our... Read More

The Top Three Motivators for Any Generation

Does your contact center resemble an episode of "The Walking Dead?"  Whether or not you've reached zombie apocalypse levels of engagement, all contact center leaders must be intentional to win the hearts... Read More

7 Ways to Personalize Performance Management

In an industry ruled by metrics, it's sometimes difficult to focus on behaviors instead of numbers. But more often than not, it's the behaviors that make the most significant impact on contact... Read More

How to Make Performance Metrics Truly Matter

As contact center leaders, we are always in search of the best way to manage our operations, which can often translate to how well we are managing costs. But our job is... Read More

How to Develop a Leadership Pipeline in the Contact Center

Are leaders born or made? This question has been up for debate for quite some time. Regardless of whether leaders are born, or made, leadership development is critical. I have had the... Read More

Metaphors and Management Wisdom

Last month I wrote about a story involving an intimidating dragon and a knight who approached the situation from a different viewpoint, and that story got me thinking about the sayings that... 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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