ICMI's Top 5 Articles of August 2019

By The Editors | Date Published: August 30, 2019 - Last Updated December 03, 2019 | Comments

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 ICMI.com. Missed them the first time around? Add them to your to-read list. These resources will help you sharpen your skills and stay ahead of the trends.

Top Five ICMI.com Articles of July 2019

1. Developing a Customer-Centric Culture by Nate Brown

A customer-centric culture is built from the inside out. Nate Brown shares tips for tearing down the fences and create an authentic service environment that blows customers away!

2. How to Recruit and Retain Customer-Centric Employees by Chris Hanna

Continually hiring can be challenging. The process of finding the right employees capable of doing the job, coupled with being customer-centric, can be daunting. It can feel like you are searching for unicorns. Chris Hanna shares ten tips for improving recruitment and retaining your superstars.

3. How to Drive Customer Experience Through Effective Agent Training by Kaye Chapman

In 2019, the possibilities for technology and cleverer processes to make a difference (even for resource-pressed contact centers) are more tangible than ever. Kaye Chapman shares four keys to developing agent training that improves CSAT, reduces volume, and makes for happier agents.

4. Hiring for Culture: There Should Be No Surprises on Day One by Jeremy Watkin

The entire hiring process is far too resource intensive and costly to come up empty-handed at the end. Jeremy Watkin explains how, by revamping your hiring process, you can strengthen your culture, increase retention and agent satisfaction, and improve the overall customer experience.

5. How the Contact Center Can Drive Customer Experience by Mckay Bird

In an overcrowded market, companies must work toward attracting and retaining loyal customers. The best way to increase customer retention is to improve customer experience. Mckay Bird shares three proven ways contact centers can elevate the customer experience in the short and long term.

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

Topics: Career Development, Coaching And Quality Management, Culture And Engagement

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