People Management

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Workforce Optimization: Tuning Your Accuracy, Performance, and Engagement
Many customer contact organizations have implemented workforce optimization (WFO) as an operational strategy to improve the overall efficiency and performance of customer care professionals. However, call center solutions have evolved significantly over... Read More

4 Keys to Improving Agent Satisfaction
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Six Hidden Costs of Saying "No"
Rejection hurts. More commonly dreaded than snakes or spiders, it's an almost universal fear. It's unpleasant to give and even less pleasant to receive. No one likes to be denied, and it... Read More

Developing a Customer-Centric Culture
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

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

Is it time to ditch the post-call survey?
One of the questions I’ve found myself asking customer service and customer experience leaders in recent years is whether they’re happy with the results they’re seeing from their post-call survey. To be... Read More

How the Contact Center Can Drive Customer Experience
In today’s Amazon-driven world, expectations are high when it comes to customer experience.  With access to data at their fingertips, customers want quick turnaround times on requests, the ability to answer questions... Read More

Driving Performance Improvement
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

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

How Customer Service Can Proactively Help with the Larger Customer Journey
This week during #ICMIchat, we spent an hour discussing the relationship between customer service and customer experience. While the terms are often used interchangeably, they mean different things. Customer service is just... Read More

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