ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Featured Articles Friday: Week of October 8, 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 8, 2018

1.    Disrupt Your Competition with Convenience by Shep Hyken

Want to boost customer loyalty? Making your product or service more convenient might be the key. In this article, Shep Hyken shares six ways your company can disrupt the competition.

2.    Customer Experience is a long-term investment, there are no shortcuts by Tami Titheridge

What would happen if companies invested more time and energy into serving customers and focused less on making the sell? They might actually sell more. That's the moral of this remarkable story by Tami Titheridge. If you're looking for a quick and inspiring read, be sure to check this one out!

3.    4 Best Practices to Incorporate Wellness in Your Contact Center by Jenny Dempsey

Working in a contact center is stressful! Luckily, there a few strategies you can apply to lighten the emotional and physical burden for your agents. Jenny Dempsey shares four fantastic tips in this article.

4.    Changing the Narrative on Careers in Customer Service by Heather Hudson

Entry-level. Boring. Blah. Mindless.

If you've ever thought those were the best adjectives to describe life in the contact center, you're probably not alone. But it's time to flip the script. This article shares how customer service roles are changing, and how leaders should respond.

5.    Level Up Your VoC Program by Nate Brown

Are you relying on traditional surveys to uncover areas for customer experience improvements? In this article, Nate Brown explains how to break free from survey mentality with unstructured customer feedback.