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Call Center Resources & Insight

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Webcast
4 Keys to Improving Agent Satisfaction
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Article
How to Drive Customer Experience Through Effective Agent Training
Picture this.  You're managing a contact center where your agent team has received all of the information they need to serve customers perfectly. New starter training helps your agents start taking queries... Read More

Article
ICMI's Top 5 Articles of July 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

Article
How Relationships Can Help Make You More Influential
Many years ago, as a new office worker, I complained to my father about the politics of my office and how much I hated them. I just wanted to do good work... Read More

Article
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

Article
Why the Future is Bright for Contact Center Professionals
This week during #ICMIchat, we spent some time discussing five-year plans for the contact center. We pondered what's next, how customer service leaders can drive more strategic value for their companies, the... Read More


Article
ICMI's Top 5 Articles of June 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

Article
How Trainers Can Overcome Obstacles to Learning
What is a trainer’s primary job? (Pick one) A.    Present content B.    Convey knowledge and skills to others C.    Make training fun D.    Facilitate learning activities E.    Remove obstacles to learning We... Read More

Article
ICMI's Top 5 Articles of May 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

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