August 2022

This article was originally published on ICMI.com in May 2020. Contact center leaders need to make plenty of decisions every day. There’s certainly no shortage of work to do between prioritizing tasks, monitoring the queues, and keeping tabs on their employees. There’s one decision that’s crucial above all else – the choice of who to

This article was originally published on ICMI.com in March 2020. Time is a precious resource, and contact center leaders have a lot on their plates. Between monitoring the queues, coaching team members, and more, there’s only so much time to complete a mountain of tasks. It’s important to make each hour count. Here are 20

Doing the same thing over and over again and expecting the same result is the definition of insanity. Why do organizations continue to make employees complete tasks and assignments that provide no value? Leaders and organizations are often stuck in their ways, failing to evolve their management style and approach. Many leaders express frustration about