Flip the Script: Why Leading Down Is the New Managing Up
Welcome to the fifth issue of ICMI’s Contact Center Chronicles! This week, we’re challenging the traditional idea of “managing up” and exploring a fresh approach to leadership. Whether you’re a frontline agent, a supervisor, or an executive, the way you lead down—by empowering your team, fostering trust, and creating a culture of support—can make all the difference in your career growth. Want to level up while lifting others? Dive in and tap HERE to subscribe so you never miss an issue!??
Featured Article of the Week: A Guide to Managing Up by Leading Down by Luke Jamieson
We’ve all heard about managing up — keeping the boss happy, anticipating their needs, and making their life easier. But what if the real key to career success isn’t just managing up, but leading down? In this lighthearted (but seriously insightful) post, ICMI Featured Contributor Luke Jamieson explores how investing in your team, empowering those around you, and being the kind of leader people want to follow can help you climb the ladder faster. Spoiler: Being awesome to your team = winning at work.?
Curious how it all connects? Click HERE to read the full article and start leading your way up!?
Curated Gems from Around the Web??
?? Hotel Tech-in: The AI agent fielding front desk calls By Noelle Mateer for CX Today
?? Building a Service Culture: Practical Strategies for Customer Experience Success with Jeff Toister and Blake Morgan
?? Save the Dates??
? Poll of the Month??
This month, ICMI wants to know what you think of your contact center’s metrics. How do they serve your organization? Are they aligned with the business? Let us know by answering this quick question.??
?? NEW! Join ICMI’s 2025 Mentorship Program?
Do you want to grow your career in the contact center industry? The ICMI Mentorship Program connects professionals like you with experienced mentors who can provide guidance, industry insights and career support. Don’t miss this opportunity to expand your network, gain new skills and take the next step in your career. Learn more and apply today!?
?? ICMI Resources You Might Like?
?? Quote of the Week??
“Quality mindfulness is not just a goal, but a passion. It drives us to meet and exceed our customer’s expectations flawlessly. It is a commitment to reliability, uniqueness, efficiency, convenience, ease of use, durability and integrity. These characteristics form the bedrock of our approach to quality.” - Pete McGarahan (Read about quality mindfulness HERE)?
?? We Want to Hear from You?
What’s the best leadership advice you’ve ever received—whether from a mentor, a manager, or even a customer? Drop your insights in the comments!??
Did you enjoy this newsletter? If so, subscribe to ICMI’s Weekly email newsletter, Contact Center Insider. Get four new articles written by industry pros delivered to your inbox every Friday morning. Sign Up HERE!?