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Call Center Resources & Insight

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Adam Aftergut
Article
How Engagement Is the Path to ROI Growth
By: Adam Aftergut  |  Published: December 04, 2019
Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100% in each of the past four years – a far cry from the average annual turnover rate... Read More
Article
My Very Own Crystal Ball: The Four Must-Have Writing Skills for Customer Service Agents of the Future
By: Leslie O'Flahavan  |  Published: November 05, 2019
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a... Read More
Matt McConnell
Article
Leadership – and Thinking Differently – in the Contact Center Industry
By: Matt McConnell  |  Published: November 04, 2019
What qualities do you find valuable in leadership? Humility, influence, and integrity. When people lead with humility, they acknowledge they don’t have all the answers. They take time to listen to the people... Read More
Article
Do Your Employees Love Their Jobs? Here’s Why It Matters
By: Annie Button  |  Published: October 29, 2019
As an employer, you may think it is out of your hands as to whether your employees love their jobs or not. After all, doesn’t that come down to personality and career... Read More
Jeremy Watkin
Article
5 "Dare to Lead" Insights for the Contact Center Leader
By: Jeremy Watkin  |  Published: October 28, 2019
I just finished reading Dare to Lead, and I must say that I am a big fan of Brené Brown’s flavor of leadership. In the book, she takes the traditional command-and-control, power-wielding,... Read More
NICE
Webcast
Optimizing Staffing and Scheduling with Automation
By: NICE  |  Published: October 16, 2019
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ICMI
Article
Tips and Tricks to Help You Inspire Your Team
By: The Editors  |  Published: October 08, 2019
Spotlight on Culture: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for boosting your culture! Every contact... Read More
Dr. Debra Bentson, ICMI Featured Contributor
Article
When Culture Walks the Talk
By: Dr. Debra Bentson  |  Published: October 07, 2019
Spotlight on Culture: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for boosting your culture! So many... Read More
Jeremy Hyde
Article
What Hip-Hop Taught Me About Leadership Communication
By: Jeremy Hyde   |  Published: October 03, 2019
Spotlight on Leadership: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for elevating your leadership!  Communication is... Read More
Matt Beckwith
Article
How to be an Effective Manager
By: Matt Beckwith  |  Published: September 30, 2019
Spotlight on Leadership: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for elevating your leadership!  Stop me... Read More
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