Call Center Resources & Insight

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Simple Ways to Make Agent Training More Engaging
This week, contact center training expert Sheri Kendall-duPont joined us as an #ICMIchat guest host. She asked probing questions and shared her thoughts on ways to get better results from agent training.... Read More

Friday Five Featured Reading: The Top 5 Articles of February 2019
There's never been a more exciting time to work in customer service but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Your Impact on Your Direct Reports' Training
Recently I attended a webinar with Bob Pike on his top 10 tips for training. Bob is widely known as "the trainer's trainer" and is considered a master trainer by many of... Read More

How to Nail Complex Query Resolution with Internal Knowledge Bases
It’s 2019, and our contact centers are changing fast. The proliferation of new channels over recent years means that now, some 67% of customers prefer using self-service options instead of speaking with an... Read More

2 Small Changes That Cut One Contact Center’s Agent Ramp-up Time by 75%
If you’ve ever baked a pie, scrambled eggs, or cooked steak, you know that the slightest tweak in your method (or ingredients) can produce dramatically better results. Well, Stephanie––a Training Manager at... Read More

Could Contact Center Agent Become the Dream Job of the Future?
Raise your hand if you dreamed of growing up to become a doctor or a teacher when you were a child.  🙋‍♀️Now raise your hand if you always thought it would be... Read More

8 Ways to Take Charge of Your Professional Development
Last year we asked you which topics you'd like to cover during #ICMIchat in 2019. At the top of the request list? Career development. This week Sean Hawkins co-hosted our chat and... Read More

Supporting Learning After Training
The training is over. The material has been covered, participants demonstrated their understanding of the material, and they even had some practice applying the material to their work. What happens next? This... Read More

Meet the 2019 ICMI Featured Contributors
Last year, we launched the ICMI Featured Contributor program. The inaugural roster featured experts from a variety of backgrounds, and throughout 2018 they shared their knowledge to help us educate, inspire, and... Read More

5 Trends Changing the Future of Contact Center Performance Management & Training
“The secret to success is good leadership, and good leadership is all about making the lives of your team members or workers better.” - Tony Dungy, NFL Coach We hire them. We... Read More

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