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ICMI.com Monthly Top 5: July, 2015

By Justin Robbins, Erica Marois | Published: August 12, 2015 | Comments

July was another exciting month here at ICMI.  We released brand new industry research, interviewed leading industry experts, and continued to arm contact center leaders with the resources needed to provide great customer service.

Whether you're looking for tips to improve your approach to social, advice on delighting customers, or ways to uncover profit in your contact center, you'll want to check out the resources mentioned in this edition of the ICMI.com Monthly Top 5.

Watch as we countdown our top 5 moments from July, 2015, and check out the links below to find all the resources mentioned.

As always, share your thoughts in the comments below and be sure to check back next month for another edition!

 

1.    Article: Stop Telling Your Employees to Own the Customer Experience by Justin Robbins
2.    New Zendesk Research: Collapse of the Cost Center: Driving Contact Center Profitability 
3.    Infographic: 7 Deadly Sins of Social Customer Service, inspired by Karin Hurt
4.    Interview: Is Your Call Center Missing the Mark? Steve Curtin Uncovers the Path to Delight
5.    Article: How Improv Made Me a Better Call Center Agent by Evan Watson

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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