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Featured Articles Friday: Week of October 15, 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.

Featured Customer Experience Articles

#FridayFive Featured Reading for the Week of October 15, 2018

1.    Help Your Team Measure Customer Experience Data More Accurately by Luke Williams

There's no shortage of data in the contact center, but how often do we interpret that data correctly? How many outside factors determine how satisfied customers are? As Luke Williams points out in this article, different customer segments can have very different reactions to the same service. And because of that, identical efforts may yield very different customer satisfaction scores because expectation is a crucial determinant of experience.

2.    AI in contact centers offers agents behavioral analytics by Jon Arnold

Plenty has been written about how AI might replace eventually replace humans in the workplace, but in reality, AI can be a powerful tool to help contact center agents. In this article, Jon Arnold shares how behavioral analytics can empower agents to provide better service.

3.    Air Conditioned Service by Chip Bell

In this quick read, Chip Bell asserts that excellent service is more like an air conditioner and less like a fan. Which one sounds more like your service? Read on to find out.

4.    How Scorecards Support Customer-Oriented Behavior for Improved Call Center CX by Scorebuddy

More and more often, customers make purchasing decisions based on service rather than product. How are you equipping your frontline agents to deliver a standout customer experience? Scorebuddy shares essential tips for developing effective agent scorecards.

5.    How to Ensure Your Business Storytelling Makes an Impact by Karin Hurt

Whether you're speaking to your CEO or your agents, storytelling is an essential part of strong leadership. It's how you drive results, share successes, and build consensus. In this article, Karin Hurt shares practical advice you can apply immediately.