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Call Center Resources & Insight

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Future Focused: Promoting Contact Center Careers | #ICMIchat Rundown (August 4, 2020)
Contact centers are great environments for beginning or continuing your career, but they don't always have the best reputation with job seekers. Some hesitation is understandable. As consumers, we all have our... Read More

Make Contact Center Schedules More Flexible During Times of Turbulence
Contact center scheduling always is a challenge between meeting the needs of the customers and those of our agents. The goal is to try and meet both, but anyone who's worked in... Read More

Helping People with Disabilities Join the Contact Center Workforce
We invited Kate Brouse from NTI@Home to share about her nonprofit, which makes a unique contribution to the contact center industry.  When Erin Blunt and Jack Sands founded a call center company... Read More

How to Set Quarterly Goals to Show ROI at Your Contact Center
Say it with me: if you have more than three priorities, you have no priorities. After months of hustling hard to hit lofty goals, my team at Sharpen started chanting the above... Read More

Contact Center Quality Management in 10 Relatively Easy Steps
I’m currently preparing for a summer backpacking trip and am keenly aware of how quickly gear, and the weight associated with it, can add up. So I’m going to see how much... Read More

How to Promote Company Culture and Diversity in the Workplace
Companies should ensure that their core values mean more than warm and fuzzy words that are shared with customers or spoken to employees during company events. Employees should feel included and that... 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

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

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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