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Featured Articles Friday: Week of October 22, 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.

#FridayFive Featured Reading for the Week of October 22, 2018

1.    How to Boost Your Contact Center's Value to the Organization by Brad Cleveland

While those of us in the industry realize the tremendous value contact centers drive for the business, plenty of centers still struggle to shed the "cost center" perception. In this blog post, ICMI founding partner Brad Cleveland outlines a few of the fundamental ways the contact center can deliver ROI to the organization. Read this before your next executive meeting!

Featured Customer Experience Articles

2.    The New End by Shep Hyken

When does the customer experience end? Is it when a customer hangs up the phone or walks out the door? Shep Hyken argues that post-contact surveys are a part of the experience, too. What kind of experience is your survey delivering? Read this short post for advice you can apply to improve your customer survey process.

3.    The 5 Cs: A Recipe for Customer Service Success by Cailyn B. White

What's the recipe for customer service success? According to this article from VIPdesk Connect, compensation, culture, communication, compassion, and care are all essential parts of the equation. Read on for tips on mastering each of these areas! (This article features insight from industry thought leaders Nate Brown, Jenny Dempsey, Becky Roemen, Emilia D'Anzica, Lyndon File, and Sally Hurley.)

4.    New Report: What Customers Value Most in Their Experience by Jeff Toister

A 2018 report from the consulting firm PwC revealed that 43% of customers are willing to pay more for a better service experience. Knowing this, what are the best ways to stay ahead of the competition? In this article, Jeff Toister shares his take on the research and offers up advice for responding to the findings. It's the perfect read for 2019 planning!

5.    Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria by Martin Tracey

Do you have plans to add new technology in the months ahead? Read this article by Martin Tracey first! He shares data from Lori Bocklund's annual Contact Center Technology research report and offers up advice for selecting the right partner.