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Featured Articles Friday: Week of September 10, 2018

By The Editors | Published: September 14, 2018 | Comments

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 ReadingFeatured Customer Experience Articles for the Week of September 10, 2018

1.    The First Step to Fix Poor Customer Service by Jeff Toister

Chances are good that your contact center has room for improvement. But often, the challenge is knowing where to begin. In this article, Jeff Toister shares a practical framework you can use to identify and address service problems.

2.    10 Examples of How the Future of Shopping Will be Transformed by VR by Blake Morgan

With the recent news of Toys R Us closing shop, and as malls continue to look for ways to reinvent themselves, leaders in retail are wondering what's next. In this interesting piece, Blake Morgan shares how VR has the potential to transform the customer experience.

3.    Ready to Promote Your Star Agent to Supervisors? Not So Fast by Erica Marois

It's a classic scenario: a supervisor role opens up, and the management team decides to promote from within, offering more responsibility to a star agent. Unfortunately, without proper training, many new supervisors fail to hit their stride in the role. This article offers advice for equipping new contact center supervisors for success.

4.    4 components of customer anger, and how to react accordingly by Dave Dyson

Angry customers are a fact of life in the contact center, and taking one complaint after the next can become exhausting. How can you help your agents cope? Dave Dyson shares science-backed advice that will help your team better manage the stress. 

5.    8 Tips for How to Approach Cross-Cultural Customer Support by Amanda Fong

As the working world becomes more global, it's critical for businesses to find better ways to connect with employees and customers from a variety of cultural backgrounds. In this article, Amanda Fong lays out practical steps you can take to do just that.

What's next on your customer service reading list? Comment below!

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

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