Want to Get Your Agents Obsessed with Service?
Empowering contact center excellence for 30 years!

Want to Get Your Agents Obsessed with Service?

Announcing ICMI’s Next Book Club Selection--The Service Culture Handbook

Every company wants employees who are obsessed with service and every contact center leader wishes for more productive and engaged agents. What’s the key to getting employees obsessed with customer service? Jeff Toister’s latest book, The Service Culture Handbook, provides a helpful framework for creating that type of culture in your company. We’re honored to feature his book as our next ICMI Book Club selection!

In this video, Jeff, Jeremy Watkin, and Jenny Dempsey all share their favorite takeaway from the book.

Jeff will join us at ICMI Contact Center Expo & Conference for a live book club discussion on Wednesday, May 24 at 10:15 am. He’ll be ready to take your questions, so take notes as you read! Can’t join us live? We’ll stream the session via Facebook Live. If you’re joining us virtually you can submit your questions via Twitter (#ICMIbookclub) or through our Goodreads group!

As an added bonus, Jeff will sign copies of his book at the Voiance booth (#401). You can stop by at the following times to get your autographed copy:

  • 12:30pm-1:30pm on Tuesday, May 23
  • 11am-12pm on Wednesday, May 24

Not a member of our book club? That’s okay. It’s never too late to join, and we welcome all newcomers. It’s simple. Just head over to our Goodreads group for all the details.



Topics: Culture & Morale, Customer Experience, People Management

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