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Call Center Resources & Insight

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Here are Steps for Fostering True Diversity in Your Contact Center
We are at a point in history when social issues are at the forefront of every conversation, in every industry. It’s not a conversation that people can opt out of anymore, and... Read More

4 Tips to Improve Agent Morale in a Virtual Contact Center
Having finally cracked the logistical code of getting your entire workforce to do their jobs from the kitchen table, contact center leaders are now left with a new challenge: helping agents stave... Read More

Why Diversity in How We Lead Matters in a Contact Center
It’s not always natural for us to ask questions or seek out the ideas of those who are different than ourselves. As I considered what experience I could share with my fellow... Read More

3 Practical Ways to Help Your Contact Center Agents Identify and Cope with Harassment
Some 42% of people worldwide have reported a downturn in their mental health since the pandemic started. With so much uncertainty lingering, we’re all experiencing bouts of worry and anxiety in this... Read More

Pizza Party Impossible: Celebrating Customer Service Week | #ICMIchat Rundown (September 29, 2020)
Customer Service Week is around the corner, and teams need a celebration more than ever before. A cynic might suggest this holiday was cooked up by marketing departments to sell greeting cards... Read More

Combating Employee Burnout Beyond World Mental Health Day
Every year on October 10th, we take time to educate, build awareness and advocate for mental health on World Mental Health Day. But, conversations around this topic span far beyond just one... Read More

Dealing with Deficiencies: Managing Sub-Par Performance | #ICMIchat Rundown (September 22, 2020)
Most managers could happily go without addressing bad behavior, but it's a necessary part of the job. Everyone suffers when employees break the rules, don't stay on task, or cut corners in... Read More

Don’t Overlook the Importance of Contact Center Leadership
Your contact center has been operating for years, and you still have not achieved the success you want with customer service. You can’t figure out why. You’ve tried everything - implementing metrics,... Read More

Eight Ideas to Put Quality Management at the Heart of Your Contact Center
Your quality management (QM) program is probably well-established, with guidelines and definitions, rules, and ratings. But does it have a heart, one that contributes meaning and spark to how we think about... Read More

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