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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 is Founder and Principal Analyst at Metric Sherpa. He's an independent analyst, consultant, and speaker who helps customer experience leaders and CX solution providers understand and overcome their obstacles to success.
