Justin Robbins, Erica Strother Marois
| Published: February 04, 2015 | Comments
2015 is already off to a great start here at ICMI, and it looks to be an exciting year for the contact center community!
We want to help make sure you don't miss any of the action. Each month you can expect to see an ICMI.com Monthly Top 5 video. We'll quickly wrap up the previous month and arm you with resources you can use to help improve your contact center.
Check out our first video below for a recap of some of January's most popular resources.
Want a chance to be featured in one of these videos? Head over to icmi.com/contribute and learn how you can share your expertise with the contact center community!
[Whitepaper] 3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience
[#ICMIchat Recap] Using Social Media as a Recruiting Tool
[InfoGraphic] Social Media as a Recruiting Tool
[Article] Call Center Hiring Success (Predictive Analytics Makes Hiring a Solvable Call Center Mystery)
[Article] 4 Effective Agent Hiring Strategies
[Article] When New Hire Training Transforms the Customer Experience (And When it Doesn't) Also on Shep Hyken's blog
Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. As ICMI’s Community Director, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.
Connect with Justin: Twitter: @justinmrobbins | LinkedIn: http://linkd.in/16kXEmg | Email: firstname.lastname@example.org
Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!
Connect with Erica: Twitter: @EricaMarois | LinkedIn: http://linkd.in/16kW2cj | Google+: http://bit.ly/1zkp9YS | Email: email@example.com
Hiring, Social Media, Customer Experience
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