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This year we launched the ICMI.com Monthly Top 5 series. It's our way of keeping you up to speed on some of the most buzzworthy topics in the contact center industry.
We're back with another roundup of top moments on icmi.com, this time from March. Here are more resources you can use to improve quality and training in your contact center, along some of the latest industry research!
Want to see your name on the list next time? Reach out to us via Twitter or email if you'd like to become an icmi.com contributor.
Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.
Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at https://protect-eu.mimecast.com/s/4v25CANYYIrJg7AhG7Cd0?domain=justinmrobbins.com.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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