Call Center Resources & Insight

Sort By:
Our People Are Our Future
A few years back, an agent asked me during a busy lunch shift if they could get a glass of water. Yes, you read that right - they asked me if they... Read More

Turning Millennials and Digital Natives into Business Leaders
Millennials and digital natives are the two youngest generations in the workplace. But it’s important for companies to take steps now to prepare themselves for the future and turn those in these... Read More

The Immediate ROI of Proactive Staffing
A study by MIT found that retailers are leaving money on the table due to an inability to optimize staffing. With labor one of the largest costs and stores characterized by volatile... Read More

How Engagement Is the Path to ROI Growth
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

My Very Own Crystal Ball: The Four Must-Have Writing Skills for Customer Service Agents of the Future
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

Leadership – and Thinking Differently – in the Contact Center Industry
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

Do Your Employees Love Their Jobs? Here’s Why It Matters
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

5 "Dare to Lead" Insights for the Contact Center Leader
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

Optimizing Staffing and Scheduling with Automation
Read More

Tips and Tricks to Help You Inspire Your Team
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

View More Content