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ICMI's Top 5 Articles of April 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 monthly article roundup series, we'll highlight the five most-read articles of the month on Missed them the first time around? Add them to your to-be-read list. These resources will help you keep your skills sharp and stay ahead of the trends.

Featured Friday Reading

Top Five Articles of April 2019:

1.    7 Practical Tips for Improving the Relationship Between Marketing & Customer Service by Leslie O'Flahavan

Have you ever been blindsided by unexpected call volume due to a marketing promotion that your department didn't even know existed? In most companies, the marketing and customer service departments function in silos. This can cause frustration and headaches for customers and employees alike. If you're looking for better ways to collaborate, keep reading. Leslie O'Flahavan shares practical, easy-to-implement tips you can use to improve your relationship with the marketing team

2.    How to Empower Your Agents to Deliver a 5-Star Customer Experience by Kim Campbell 

The subscription model has exploded in popularity, and as a result, customer expectations are on the rise. Services like Netflix, Hulu, and Amazon Prime have changed the way customers think about interacting with brands. What does this mean for the employees working on the frontlines? In this article, Kim Campbell shares some tips for empowering contact center agents to deliver excellent customer experiences

3.    5 Proven Ways to Improve Your Contact Center Culture by Chris Edmonds

Is improving your contact center culture at the top of your priority list? For the second year in a row, our community members ranked it as a top-three challenge. In this article, culture expert and ICMI Featured Contributor Chris Edmonds shares five ways you can turn around a struggling workplace culture. 

4.    Too Much Time on Your Hands? by Dr. Debra Bentson  

Calling all workforce managers: the next time you find yourself with a few free moments on your hands, give this article a read. WFM expert Dr. Debra Bentson offers up practical suggestions for making better use of unplanned downtime. She also shares her perspective on ways to improve forecast accuracy in the future. Time is money, right?

5.    7 Ways to Show Your Colleagues More Kindness and Respect by Erica Marois

Workplace bullying is no new phenomenon. In contact centers, in particular, employees are likely to experience some form of bullying—either at the hands of customers or colleagues. But with a few small changes, leaders can encourage their team members to treat one another with more respect. The result? A more positive work environment. Watch this quick video for excellent advice from the #ICMIchat community.


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