The document provides advice from several people on Twitter about improving positivity in the workplace, reducing burnout, sharing new product knowledge, encouraging change, and speeding up the vendor selection process. Some key suggestions include being sincere, modeling positivity, putting employees' skills and tasks in alignment, giving challenging projects, creating an organized knowledge base, listening to employees, having agents lead process improvements, and prioritizing requirements to avoid wasting time.

2. Q: What are some ways to inject positivity in the
workplace?

3. LESLIE O'FLAHAVAN | @LESLIEO
" B E S I N C E R E A B O V E
A L L . P O S I T I V I T Y
W I T H O U T S I N C E R I T Y I S
L I K E A S P A R T A M E . "
#ICMIchat

4. NEXT CALLER| @NEXTCALLER
" M O D E L P O S I T I V I T Y . I F
I T D O E S N ' T E X U D E
F R O M Y O U , I T W O N ' T B E
E M B R A C E D O R S H O W N
B Y A N Y O N E E L S E . "
#ICMIchat

5. ROY ATKINSON| @ROYATKINSON
" I T S O U N D S S O
S I M P L E , B U T P U T T I N G
O N A S M I L E A N D
S A Y I N G G O O D
M O R N I N G / A F T E R N O O N /
E V E N I N G W O R K S
W O N D E R S . "
#ICMIchat

6. Q: What do you see as the
leading causes of burnout in
your center? How are you
working to combat them?

7. COLIN TAYLOR| @COLINSATAYLOR
" B U R N O U T O C C U R S
W H E N P E O P L E ' S S K I L L S ,
T A S K S , A N D P A C E A R E
N O T A L I G N E D . A B I G G E R
M I S M A T C H L E A D S T O
F A S T E R B U R N O U T A N D
H I G H E R S T R E S S . "
#ICMIchat

8. ERICA MANCUSO| @ESMANCUSO
" M O N O T O N Y L E A D S T O
B U R N O U T . W E K E E P O U R
E M P L O Y E E S C H A L L E N G E D
B Y G I V I N G T H E M
C H A L L E N G I N G P R O J E C T S
A N D O P P O R T U N I T I E S T O
T R Y S O M E T H I N G N E W . "
#ICMIchat

9. Q: What are some simple, low-
cost ways to share new
product knowledge with the
frontlines and across the
organization?

10. JUSTIN ROBBINS|
@JUSTINMROBBINS
" I B E L I E V E T H A T T H E
B E S T W A Y T O K N O W A
P R O D U C T I S T O
E X P E R I E N C E I T F I R S T
H A N D . I ' D L O O K F O R
W A Y S T O G E T H A N D S O N
I F P O S S I B L E . "
#ICMIchat

11. JENNY DEMPSEY|
@JENNYSUEDEMPSEY
" W R I T E A S O N G A B O U T
Y O U R N E W P R O D U C T
A N D S I N G I T T O T H E
T E A M . "
#ICMIchat

12. LESLIE O'FLAHAVAN| @LESLIEO
" A T I D Y , W E L L -
M A I N T A I N E D , C O N C I S E
K N O W L E D G E B A S E H E L P S
S H A R E N E W P R O D U C T
K N O W L E D G E W I T H
F R O N T L I N E S & A C R O S S
T H E O R G A N I Z A T I O N .
C R E A T E I N C E N T I V E S F O R
A G E N T S T O A D D
K N O W L E D G E . G I V E B I G
I N D I V I D U A L R E W A R D S
F O R D O I N G S O . "
#ICMIchat

13. Q: How do you encourage
agents to lead change in your
organization?

14. JEREMY HYDE| @JEREMYHYDE_
" F O R M E , E N C O U R A G I N G
E M P L O Y E E S T O L E A D I S A
G R A S S R O O T S E F F O R T .
T E A C H A N D M E N T O R S O
T H E Y C A N B E E F F E C T I V E
C H A N G E A G E N T S . "
#ICMIchat

15. NATE BROWN| @CUSTOMERISFIRST
" Y O U R A G E N T S N E E D T O
B E A P A R T O F C R E A T I N G
Y O U R S E R V I C E V I S I O N . I F
T H E Y H A V E S K I N I N T H E
G A M E , T H E Y W I L L H E L P
M A K E I T H A P P E N . "
#ICMIchat

16. JEREMY WATKIN| @JTWATKIN
" E N C O U R A G I N G A G E N T S
T O L E A D C H A N G E
R E Q U I R E S F I R S T T H A T W E
L I S T E N T O T H E M A N D
H E L P T H E M P U T T H E I R
I D E A S I N T O P R A C T I C E . "
#ICMIchat

17. Q: Do you have any advice
for speeding up the contact
center vendor selection,
implementation, and
onboarding process?

18. EVAN WATSON| @EVENWATSON
" W E H A V E A N A G E N T - L E D
P R O C E S S I M P R O V E M E N T
C O M M I T T E E W I T H A
R U B R I C F O R A S S E S S I N G
A N Y P R O P O S E D
S O L U T I O N ' S F E A S I B I L I T Y
A N D I M P A C T . "
#ICMIchat

19. NATE BROWN| @CUSTOMERISFIRST
" C O L L E C T A L L Y O U R
I N T E R N A L R E Q U I R E M E N T S
A C R O S S T H E B U S I N E S S
F I R S T , I N P R I O R I T Y
O R D E R . T H E N Y O U D O N ' T
W A S T E T I M E W I T H
U N W O R T H Y V E N D O R S . "
#ICMIchat

20. JUSTIN ROBBINS|
@JUSTINMROBBINS
"MAKE YOUR LIST OF NEED,
WANT, & WISH TO HAVES.
DON'T COMPROMISE ON A
NEED, EVEN IF IT'S
'PLANNED FOR THE
UPCOMING RELEASE'."
#ICMIchat

21. JENNY DEMPSEY |
@JENNYSUEDEMPSEY
" S P E E D I N G U P W O N ' T W O R K
I F I T ' S N O T E F F E C T I V E I N
T H E F I R S T P L A C E . Q U A L I T Y
O V E R Q U I C K . "
#ICMIchat

22. Join the conversation next time!
Topic: Emerging Contact Center Metrics
Day/Time: Tuesday, September 6 | 1pm ET
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