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Featured Articles Friday: Week of September 24, 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 September 24, 2018

Featured Customer Experience Articles

1.    A Powerful, Proven Technique for Overcoming Negativity at Work by Karin Hurt & David Dye

Conflict, change, and stress are all inevitable. Particularly in the contact center. How do you cope when morale is low? And how do you help your team rise above negativity? This article shares a practical four-step technique for turning negativity into solutions.

2.    More Recognition, Please! by VR by Susan Hash

Recruitment and retention are two top challenges for members of the ICMI community. In this article, Susan Hash shares research by the Society for Human Resource Management which sheds light on the ways employee recognition can help organizations overcome these challenges.

3.    Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers? by Jeremy Watkin

As more emerging contact channels come into play for customer service, how should we categorize them? And how should we staff them? In this article, Jeremy Watkin shares the pros and cons of synchronous and asynchronous models and offers advice for determining which channel mix is right for your customers.

4.    A Simple Guide for Developing a Better Customer Experience Management Strategy by Andy Steuer

In this article, Andy Steuer breaks down the differences between customer service and customer experience and offers a step by step process for improving the customer experience.

5.    The Challenge of AI Voice Assistants in Customer Service by Kaye Chapman

Technically, this article wasn't published this week, but it's too good not to share! AI has been the top buzzword of 2018, but in practical terms, how might it change the contact center? Kaye Chapman shares a fascinating and in-depth perspective on emerging AI technology.