There's never been a more exciting time to work in customer service but
delivering exceptional customer experiences requires continual learning. At
ICMI, we're committed to equipping you with the tools, resources, and
knowledge you need to lead your team to success. In this monthly article
roundup series, we'll highlight the five most-read articles of the month on
icmi.com, and also share five articles from other sources that we think
you'll enjoy. Reading these resources will help you keep your skills sharp
and stay ahead of the trends.
1. Could Contact Center Agent Become the Dream Job of the Future?
By Erica Marois
Did you grow up dreaming of becoming a doctor or teacher? Most of us didn't
aspire to work in the contact center, but in truth, careers in the contact
center are both rewarding and fulfilling. In this feel-good piece,
community members Sean Hawkins and Sheri Kendall share why their children
are following in their footsteps and what they're learning along the way.
2. Code Lavender: Ideas to Create a Culture of Sharing by Nate
According to Q4 2018 ICMI research, culture and engagement is a top three
challenge for members of this community. In this article, Nate Brown shares
a few out-of-the-box ways to encourage better teamwork, camaraderie, and
empathy. Find out how the code lavender concept-frequently used in
healthcare-can help your contact center, too.
3. How to Deeply Understand Customer Pain by Mike Kendall
Want to design a seamless customer experience? First, you have to understand
your customers-their motivations, preferences, and pain points. In this article, Mike Kendall shares four critical ways you and your team can
deeply understand customer problems.
Who's Taking Your Customer Survey? Design with These Customers in
by Andrew Gilliam
Do you ever wish your survey response rates were higher than they are?
Andrew Gilliam says there are four main types of customers who might take
your survey, and to get their valuable insight, you must design with their
motivations in mind. Keep reading for actionable insight on rethinking customer surveys.
How to Nail Complex Query Resolution with Internal Knowledge Bases
by Kaye Chapman
As customer interactions increase in complexity, contact center leaders
must find ways to better educate and prepare agents to respond. Kaye
Chapman's advice? Don't underestimate the humble internal knowledge base.
In this article, she shares how a well-designed KB can act as a tool to
help employees work better and smarter, drive continuous improvement,
improve quality, and increase collaboration.
1. Report: Customer Satisfaction with Live Chat is on the Rise by
In a bit of encouraging customer service news, the latest Benchmark
research results from Comm100 revealed that customer satisfaction with live
chat interactions is up by 2.5% since 2017. What's driving this shift? This insightful article by Dan Gingiss offers analysis on the current state--and
future--of live chat.
2. How to Empower Customer Service Employees by Jeff Toister
Empowerment is a term widely used in conversations about employee
engagement. But what does it mean? In this helpful article, Jeff Toister breaks it all down and shares examples of the ways some of today's leading
brands empower their customer service employees.
3. Contact Center CX: Next Issue Avoidance by Nate Brown
Metrics like CSAT, FCR, and NPS have long been commonplace in the contact center. But
is NIA on your radar? In this post from CX Accelerator, Nate Brown curates insight from several thought
leaders on the power of Next Issue Avoidance. Keep reading to learn how
this metric might benefit your team and your customers.
4. Are You Able, Willing, and Ready for Digital Access? by
Technology is a beautiful thing. When it's designed well. Bots, advanced
self-service and other digital channels hold great promise for the contact
center, but Kathleen Peterson cautions leaders to make sure they're
prepared for the impacts to customers. Keep reading for practical advice
that will help you strategize on ways to make the best use of emerging
5. The Role Accents Play in Customer Service by Page Grossman
How does customer bias impact CSAT scores, particularly when it comes to
contact center agent accents? According to Zendesk, quite a bit. In this fascinating article, Page Grossman shares why employees (and
customers) are so often judged by accents. She also offers up some advice for overcoming
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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