Featured Friday Articles: Week of November 26, 2018
Empowering contact center excellence for 30 years!

Featured Friday Articles: Week of November 26, 2018

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 weekly article roundup series, we'll highlight five articles you should read to keep your skills sharp and stay ahead of the trends.

#FridayFive Featured Reading for the Week of November 26, 2018

1.    Customer Experience Comes Under Fire by Harley Manning

For many brands, 2018 hasn't been a standout year for Customer Experience. According to Customer Experience Index (CX Index™) scores, growth has been stagnant for three years now. What does this mean for 2019? This eye-opening article shares Forrester's predictions.

Featured Customer Experience Articles

2.    Viva Customer Service! 3 Takeaways from ICMI Contact Center Demo by Rachel Saltsgaver

Earlier this month, contact center leaders from all over the world converged in Las Vegas for three jam-packed days of learning and networking. In this article, Lessonly's Rachel Saltsgaver shares her top lessons from the conference. Read on to learn about new hire training, agent engagement, and knowledge management.

3.    How to Keep Your Virtual Team Engaged by Jeff Toister

Earlier this year ICMI hosted a webinar on contact center culture and morale. During the audience Q&A, questions around remote agent engagement came flooding in. In his typical style, Jeff Toister shares practical advice in this easy-to-read and actionable article. If you have work from home team members (or plan to hire remote employees in 2019), you'll want to read this and take notes!

4.    Supporting Your Team Starts with YOU Watching this Show by Jenny Dempsey

'Tis the season for resolutions! Want to make yours count? As contact center leaders, we deal with our fair share of stress. And so do the frontline teams we manage. Contact center and wellness expert Jenny Dempsey has launched a new YouTube show that will help you put self-care at the forefront of your leadership strategy. Read on to learn more and watch episode one.

5.    Self-Service Everything is the End of the Call Center as We Know It by Puru Govind

How will the next generation of customers ("Generation DIY") alter the future course of the call center? Don't be fooled by the title! Contact center jobs won't all be handed over to robots. In this research-packed article, Puru Govind shares essential considerations for contact center leaders. Read on to find out if you're focusing your strategy on the right things.



Topics: Learning & Development, Customer Experience, Culture & Morale, Technology, Strategy & Planning

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