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ICMI's Top 5 Articles of July 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 icmi.com. 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 ICMI.com Articles of July 2019:

1.    Schedule Adherence and Real-Time Monitoring Respond to Kindness by Dr. Debra Bentson

Is it time to reimagine traditional Workforce Management strategies? How might kindness boost results? In this article, Dr. Debra Bentson examines the natural and evolving relationship between Schedule Adherence and Real-Time Monitoring and shares a variety of approaches to consider.

2.    6 Considerations for Building a Purposeful Quality Scorecard by Jeremy Watkin

According to recent ICMI research, a staggering 84% of contact center leaders aren't totally pleased by their current quality management program.  A big part of that? The scorecard. In this practical, actionable article, Jeremy Watkin shares six things to consider when creating a quality scorecard. These tips will help you build your card with more intentionality and connect with deeper purpose and meaning in the process. 

3.    Why the Future is Bright for Contact Center Professionals by Erica Marois

Bots, automation, and AI have dominated customer service headlines over the last 18 months. And for many employees in this industry, those terms bring about feelings of anxiety. What's the outlook for customer service as a profession? According to our friends at #ICMIchat, the future is bright. Keep reading (and watch this quick video) to find out why.

4.    Why Team Leaders Are Your Most Important Culture Coaches by Chris Edmonds  

Productivity in a call center is an important thing - but it's not the only important thing. The other important thing is a healthy work culture - ensuring that every team member is treated with respect and is strongly valued as a player in the organization. In this article, Chris Edmonds shares why team leaders play a critical role in contact center culture. 

5.    5 Unique Ways Call Centers Can Use Automation to Improve Customer Experience by Mary Ann Chandler

Curious to learn how other contact centers are successfully using automation? In this fascinating article, Mary Ann Chandler shares examples that demonstrate how contact center leaders are using real-time automation to empower employees to focus on improving the customer experience.