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Featured Friday Articles: Week of November 5, 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 November 5, 2018

Featured Customer Experience Articles

1.    6 Small Changes that Will Make a Big Difference in Your Contact Center by Samantha Mehra

What do the best-managed contact centers have in common? They're always seeking to improve! This handy blog post and infographic from Fonolo will arm your team with quick tips you can use to elevate your service.

2.    3 Ways to Do More with Customer Experience Personalization by Kaye Chapman

According to The 2018 State of Customer Experience survey, personalization is the #1 priority for companies looking to improve the customer experience. Is personalization at the top of your list of 2019 goals? Kaye Chapman shares several strategies to consider in this highly informative and practical article for Business2Community.

3.    5 Wrongs to Turn Right for Service Strategy Success by Chris Duffy

Sustainable customer loyalty requires a sound service delivery strategy, but just a few simple mistakes can derail even the best intentions. Where might your contact center need to make some changes? In this article, CX fanatic Chris Duffy shares research and experiences for his 20+ years working with organizations of all types and sizes.

4.    Please Hold for the Next Available Bot by Dave Michels

Bots continue to dominate the customer experience conversation, generating plenty of hype and a fair share of debate. Do customers want to interact with bots? Will bots soon replace service agents? This helpful article breaks down how leading brands are currently using chatbots, what the research says about customer expectations with AI, and what might be next for the technology.

5.    Plan and Measure = Pleasure by Kathleen Peterson

As humans, we're all driven by the brain's innate desire to experience pleasure. What does this mean for contact center leaders? Hint: metrics are involved! Read on to learn how proper planning and measurement can yield respect, acknowledgment, visibility, and pleasure for the contact center.