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Call Center Resources & Insight

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Article
How to be an Effective Manager
Stop me if you've heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM,... Read More

Article
How to Stop Workplace Drama from Destroying the Agent and Customer Experience
If you’ve worked in contact centers for any period of time, you’ve seen your fair share of workplace drama: the emotional responses to feedback; the fire-drill frustrations; and perhaps even a few... Read More

Article
Simple Ways to Leverage Wellness to Improve the Employee Experience
Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness... Read More

Article
Characteristics of the Best-Managed Contact Centers: #3
The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you... Read More

Article
8 Ways to Gauge Employee Engagement (Without a Survey!)
Is increasing employee engagement a priority for your team this year? According to 2018 ICMI research, it's a top three challenge for members of this community. The reality is, you can't fix... Read More

Article
Ways to Mitigate Agent Burnout When Your Contact Center is Understaffed
Contact centers are often expected to deliver miraculous results with limited resources. Whether you're strapped for time, money, or tools, those pressures are often felt the most by frontline agents. How do... Read More

Article
Leveraging the "Power of One" to Boost Productivity and Employee Morale
Contact centers can have very productive and unproductive work environments. Customer Satisfaction Scores, Net Promoter Scores, and Customer Effort Scores are all good measures to evaluate the success of a contact center,... Read More

Article
Why You Should Conduct Employee Stay Interviews (And Questions to Ask)
Does your company conduct employee stay interviews? If you're googling the term, that's okay. During #ICMIchat this week, most participants shared that their contact center doesn't have a formal process in place.... Read More

Article
Code Lavender: Ideas to Create a Culture of Caring
There is no place in the world I’d rather work than in Customer Service. That being said...it’s very, well, hard. There are days when it seems like every problem across the business... Read More

Article
What's Happened to the Spirit of Customer Service?
To me, it feels like the 'spirit' of customer service has been deflating in recent years.  Why?  In part, I believe life itself has become more of a challenge to navigate, which... Read More

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