Featured Friday Articles: Week of December 3, 2018
Empowering contact center excellence for 30 years!

Featured Friday Articles: Week of December 3, 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 December 3, 2018

1.    What Causes Friction by Shep Hyken

Featured Customer Experience Articles

In his latest book The Convenience Revolution, customer service expert Shep Hyken shares why the desire for convenience is now a top driver of customer expectations. He also shares practical steps you can take to make the experience more comfortable for your customers. In this useful blog post, Shep outlines ten ways companies (and employees) create friction. Are you driving your customers away? Read on to identify areas for improvement.

2.    Recruiting for the Modern Contact Center by Susan Hash

Are you planning to hire new employees in 2019? The competition for talent is fierce, and traditional recruiting efforts might not be enough to attract your next class of agents. Before you post your job listing and start scheduling interviews, read this article by Susan Hash. She shares practical advice that will help boost the effectiveness of your recruiting strategy in 2019 and beyond. 

3.    How to Reduce Call Center Agent Absences During the Holidays by Call Center Services International

Do you struggle to keep agents in their seats as the holidays inch closer? Between cold and flu season and a growing number of distractions, absentee rates tend to climb in December. Know that you're not alone! Looking for advice that will help you tackle the challenge? Read this post from Call Center Services International

4.    2019 Customer Experience Trends by Richard Shapiro

'Tis the season for the trends and predictions! What's on industry expert Richard Shapiro's radar? AI, of course, but also bigger phone screens, secret apps, and a focus on brand purpose. This list goes beyond the typical predictions and might encourage you to reimagine what's possible in the year ahead. Intrigued? Keep reading here. 

5.    16 Customer Experience Quotes to Live By (A Compilation by Lucep)

Who doesn't love a good quote collection? This one features CX experts like Shep Hyken, Jeannie Walters, Annette Franz, and Nate Brown. (To name a few) Print these quotes, frame them, tweet them, or contemplate what they might mean for your team in 2019. Leave us a comment and let us know which one is your favorite!



Topics: Learning & Development, Customer Experience, People Management, Strategy & Planning, Technology

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