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Featured Friday Articles: Week of December 10, 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 December 10, 2018

1.    How Call Centers Can Help Close the Customer Experience Gap in 2019 by Jason Sterns

According to Forrester, most U.S. brands are out of touch with customer needs. What's the reason for the gap between customer expectations and reality? How can companies do better in 2019? Jason Sterns shares guidance in this article.

Featured Customer Experience Articles

2.    5 Ways to Design and Build Sustainable Voice of Customer Programs by Pooya Pourak

As Pooya puts it in this article, "all too often, the excitement for a new Voice of Customer (VOC) program starts and ends in corporate meeting rooms." Can you relate to this statement? Keep reading to find tips for ensuring VOC success in your organization.

3.    12 Tips to Find Time for Coaching by Mike Aoki

There's no denying that agent coaching is critical for employee engagement, customer loyalty, and overall business success. The challenge? In fast-paced contact centers, it's often tough to the find the time. In this article, Mike Aoki shares several practical ways your team can make ongoing coaching a reality.

4.    First Impressions: Apple Business Chat by Andrew Gilliam

Do you ever wish customer service was as easy as texting a friend? Chances are, your customers feel the same way. Andrew Gilliam recently got to test-drive the American Express pilot of Apple Business Chat. Read on for his initial thoughts on the pros and cons.

5.    Thanking Customers w/ These Because of You Statements by Kate Nasser

According to Kate Nasser, gratitude is an essential component of customer loyalty. How do you express appreciation to your customers? Instead of being generic, read this post for several new ideas.