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Agents vs Robots – Should It Really Be a Fight?
The notion of robots taking over our jobs is as old as the notion of AI itself. However, even though successful businesses have proven time and again that human workers are still... Read More

6 Ways to Make a Contact Center Quality Management Program Sustainable
The first part of our discussion of how to get agent buy-in for Quality Management (QM) programs included tips for how to design an agent-centric QM program. Here, we discuss how to... Read More

Get Agent Buy-In for Your Contact Center's Quality Management Program
When I ask clients to share their (quality management) QM program goals, I usually hear standard customer-and company-centric goals like: “We want to increase quality, improve agent performance, and shape a great... Read More

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times
 Sponsored Post:   The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers... Read More

Three Essential Quality Management Metrics for Contact Centers
I’ve seen a lot of quality management metrics on a lot of dashboards, and with few exceptions, most are tracking similar items. What separates high-performing teams and contact centers is their ability... Read More

Wise Counsel: Helping Employees Overcome Personal Challenges | #ICMIchat Rundown (July 7, 2020)
This year has proven stressful on all fronts, and it's only natural that our employees are feeling the pressure both at home and at work. In an ideal world, problems at work... Read More

How AI Analytics Can Guide Customer Service
Every day, artificial intelligence helps us accomplish more than we ever thought possible. One such example is the way we access information. We expect immediate answers to our questions, and AI makes... Read More

Stay Connected With Your International Call Center Workforce
When I managed an international team, my stateside team grew frustrated that the overseas support team did not seem to work a structured 8am-5pm schedule. At times, it was hard to know... Read More

Declaring Independence: Empowering Agent Autonomy | #ICMIchat Rundown (June 30, 2020)
At one time or another, we've all been mistreated by companies who stand firmly by policies that weren't appropriate for the circumstances. Many customer service professionals have experienced internal conflict between doing... Read More

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