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ICMI.com Monthly Top 5: January 2015

By Justin Robbins, Erica 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!


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Here's a roundup of the all the resources we mentioned:

[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 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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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