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Call Center Resources & Insight

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Disrupting the Treadmill Experience
The hedonic treadmill is a concept in positive psychology that suggests whatever happens to us, good or bad, we tend to return to the same level of happiness we had prior to... Read More

Hiring Your Workforce Remotely | #ICMIchat Rundown (May 26, 2020)
Even in the unlikeliest of times, contact centers always need a steady flow of fresh talent. Recruitment, selection, and onboarding are some of the most critical functions of a contact center manager.... Read More

Employer Diversity is Tied to ROI
One recent Harvard Business Review study that examined 1,700 organizations across eight countries found that in every country studied, increased diversity equaled increased innovation – and the more dimensions of diversity represented,... Read More

Contact Center Workforce Management | #ICMIchat Rundown (May 19, 2020)
When it comes to contact centers, people are the first ingredient. Having the right number of agents available at any given time is tricky. This is where the practice of workforce management... Read More

How to Foster Resilience for Your Workforce in Times of Crisis
In times of adversity, there will be companies that emerge stronger than they were before the crisis arrived. So, what differentiates companies that successfully weather the storm from others?] One answer may... Read More

Respect the Individuality and Diversity of Your Contact Center Workforce
Throughout my career as a contact center leader, I continue to learn about the value of providing the space to respect the individual differences of each member of the workforce. Contact centers... Read More

Tips to Overcome Some Common Obstacles of Shifting to a Remote Workforce
Recently we had the opportunity to speak with Beth Gauthier-Jenkin, Vice President, Sales and Customer Support from Gopher Sport, a company that offers high-quality physical education, sports, and strength and conditioning equipment,... Read More

Put People First During Tough Times at Your Contact Center
“People first”– a mantra adopted by organizations from the IRS to Lexus to Zappos – is a credo at the heart of some of the world’s most acclaimed companies. A key piece... Read More

Connecting Agents With Purpose | #ICMIchat Rundown (May 5, 2020)
Mission. Vision. Values. Every company has them, but not every company's employees genuinely believe in them. Customers see this disconnect between a company and its employees all the time. Customer service representatives... Read More

5 Ways to Evolve Your Approach to Recruiting Contact Center Talent
 Contact center leaders need to make plenty of decisions every day. Between prioritizing tasks, monitoring the queues, and keeping tabs on their employees, there’s certainly no shortage of work to do. Despite... Read More

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