People Management | ICMI.com
Empowering contact center excellence for 30 years!

People Management


Topic Content

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

Promoting Mental and Physical Well-Being in the Contact Center

Working in the contact center can take a massive toll on your physical and mental well-being.  When combining the stress that comes with never-ending customer requests, pressure from all types of internal... Read More

How to Transform Managers into Coaches

Customer service managers juggle a lot of roles and responsibilities in their day-to-day. While all of these roles are important to team success, effective coaching is absolutely crucial to leading and developing... Read More

5 Coaching Techniques That Will Move the Needle

No time to read? On the go? Click the button below to listen to us read this article. While I've certainly had my share of coaching conversations in my career while working... Read More

Training Agents to Handle Difficult Interactions

Ah, the life of a call center agent. It's a cushy job, right? Agents talk to customers on the phone and punch some information into a keyboard. Easy enough! But wait a... Read More

The Top 5 Reasons Employees Stay Put

Editor’s note: You may have missed this article when we first published it early last year. The advice is still relevant, so we're bringing it back in honor of Throwback Thursday. Understanding... Read More

5 Ways to Empower Contact Center Agents

A 2015 ICMI study revealed that 86 percent of contact centers don't fully empower their agents. Is your contact center part of the majority? Here's a bit of advice from the #ICMIchat... Read More

The Measures Every Contact Center Should Have

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More



View More Content