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Featured Friday Reading: The Week of January 7, 2019

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 January 7, 2019

1. Behind the scenes at DFW's customer service command center by Harriet Baskas

Every airport has behind the scenes air traffic control. But what about a customer experience command center? Offer the past two years, DFW has beefed up their “Experience Hub.” This USA Today article shares a fascinating glimpse of how they monitor and respond to customer issues, and even prevent them from happening—all in real-time.

2. Inside View: Gopher Sport by Susan Hash

Last year, Gopher sport took home the ICMI Global Contact Center Award for Best Small Contact Center, and ten of their employees were named ICMI Customer Experience Movers & Shakers. What are they doing well, particularly when it comes to training? Susan Hash reveals some of their keys to success in this article.

3. My Understanding of AI in CX so Far. Things Could Change! by Jeremy Watkin

Do terms like NLP and Machine Learning mean anything to you? Do you struggle to grasp how AI might impact your customers or employees in the year ahead? For all the talk about AI, ICMI research shows most organization aren’t quite “there” yet. If like your peers, you’re ready to do more with AI in the years to come, this quick primer by Jeremy Watkin is worth a read.

4. 2,019 Ways (Well, Not Quite) To Improve Your Customer Service Experience In 2019 by Micah Solomon

Looking for ways to improve customer service this year? In his latest Forbes column, customer experience expert Micah Solomon offers up nine practical ways to do just that. Give the article a read and then leave a comment below! Tell us which tips you’d add to the mix.

5. How to Measure the Cost Benefit of Social Media Customer Service by Dan Gingiss

Social media as we know it now really took off in 2004 with the advent of Facebook. Fifteen years later, it’s still an area in which many brands struggle—especially when it comes to customer service. Will this year be the year that your team embraces the power of social media customer service? If you’re ready to step it up in 2109, here’s some advice for getting executive backing. In this article, Dan Gingiss breaks down the best way to measure the ROI of social media customer service.