Call Center Resources & Insight

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By: Nate Brown | Published: August 12, 2019

I recently had the privilege of teaching an ICMI Customer Experience (CX) Boot Camp to a group of contact center leaders in Alexandria, Virginia. The very first exercise I had attendees complete... Read More

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Driving Performance Improvement

By: Chris Hanna | Published: August 05, 2019

Regardless of industry or geography, most contact centers are experiencing a common challenge – striving to achieve more with less. Unfortunately, despite being asked to do more, there are sometimes fewer resources... Read More

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Team Building Ideas for the Busy Contact Center

By: Erica Marois | Published: July 26, 2019

How important is team building in the contact center? "Team building is critical to the success of every team. Probably more so to contact center teams. Burnout, stress, and turnover levels are... Read More

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Spotlight on Excellence: Meet Ashely Trout, 2019 Best Contact Center Supervisor

By: Erica Marois | Published: July 17, 2019

For nearly a decade, ICMI has recognized outstanding contact center supervisors through the ICMI Global Contact Center Awards program. Candidates in this category must directly supervise frontline customer service agents, and meet... Read More

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How to Recruit and Retain Customer-Centric Employees

By: Chris Hanna | Published: July 10, 2019

In many organizations, the teams supporting customers typically recruit more often than any other department. Continually hiring can be challenging. The process of finding the right employees capable of doing the job,... Read More

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Why Team Leaders Are Your Most Important Culture Coaches

By: Chris Edmonds | Published: July 02, 2019

Creating a purposeful, positive, productive work culture in your call center is a big job - and a critically important task. The benefits of a vibrant, fun, healthy work culture are significant.... Read More

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6 Tips for Approaching Employee Retention More Proactively

By: Erica Marois | Published: June 21, 2019

Research indicates that attrition rates rise during periods of organizational change. It’s one of the things that keeps plenty of contact center leaders up at night. Yet, most of us are still... Read More

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Tips for Improving Contact Center Culture

By: Neal Topf | Published: June 17, 2019

Business guru Peter Drucker's famous quote, "Culture eats strategy for breakfast," has been floating around LinkedIn and in CEO circles for years. In the contact center world, leaders and stakeholders are well-aware... Read More

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Boost Morale by Giving Every Agent an Automated Manager

By: Mary Ann Chandler | Published: June 13, 2019

Fifty-two percent of contact center staff believe their company isn’t doing enough to prevent their teams from burning out. Unfortunately, the center environment causes burnout and can seem impossible to address. For... Read More

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7 Tips for Addressing Burnout at Work

By: Erica Marois | Published: June 06, 2019

Burnout is on the rise, and now a recognized medical condition according to the World Health Organization. What can we, as contact center professionals, do to address the situation? Here are a... Read More

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