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Friday 5: ICMI's Top Articles of March 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, and also share five articles from other sources that we think you'll enjoy. Reading these resources will help you keep your skills sharp and stay ahead of the trends.

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Top Five Articles of March 2019:

1.    9 Ways to Explain the Difference Between Customer Experience & Customer Service by Erica Marois

What’s the difference between customer service and customer experience? It’s a question that many executives, agents, and even customer service leaders struggle to answer. We asked #ICMIchat participants to break it down in simple terms and compiled their answers in this quick video post, which was the most clicked resource of the month. Know someone who could use a primer? Feel free to view and share. 

2.   Simple ways to Leverage Wellness to Improve the Employee Experience by Jenny Dempsey

Work is stressful. Working in a contact center? Perhaps even more so. If you’re looking for ways to reduce burnout, boost morale, and promote overall wellbeing, then this is the post for you. Keep reading for practical advice from Contact Center Wellness expert, Jenny Dempsey. Bonus: join her at Contact Center Expo, where she’ll be sharing even more tips in a highly interactive session.

3.    How to Stop Workplace Drama from Destroying the Agent and Customer Experience by Karin Hurt

Office romances. Arguments over shifts. Repeated tardiness. Bullying. If you’ve experienced any, or all, of these situations in your contact center, you’re not alone. Unfortunately, workplace drama tends to impact office morale and the customer experience. How do you stop the drama from harming your agents and customers? Read this practical advice from Karin Hurt. 

4.    How to be an Effective Manager by Matt Beckwith 

It’s no secret that the contact center is notorious for promoting high-performing agents to supervisory roles. While it may seem like a no-brainer next step, new supervisors are seldom given the training they need to learn how to lead effectively. In this article, Matt Beckwith shares some of the favorite tools in his manager development arsenal. 

5.    Quality, Productivity, and Striking the Right Balance by Jeremy Watkin

Two of the most critical agent-facing metrics in any traditional contact center are a quality measure and productivity measure. Unfortunately, the two are often at odds. What’s the best way to strike a healthy balance? Jeremy Watkin shares in thoughts in this article. 

Five More Articles We Think You'll Love

1.    Manage Expectations with These People Skills by Kate Nasser

Expectation management is a critical component of serving customers. To do it well, you’ll need to hone these people skills that Kate Nasser outlines

2.    Serving in Acapella by Chip Bell

This quick read by Chip Bell illustrates the power of authenticity and offers a few real-world examples of ways brands can communicate with sincerity, confidence, and humor to deliver a better customer experience. 

3.    It’s Time to Bid Farewell to Excel-based WFO by Lori Bocklund

Are you still relying on homegrown spreadsheets to manage your WFO? There’s a better way. Lori Bocklund explains

4.    Informal leadership: be the person at work that others look up to by Susan Lahey

You don’t need a leadership title to lead. Are you looking for career growth opportunities? Want to become a role model for your peers? Read this insightful article by Susan Lahey.

5.    The Personality of Customer Experience by Nate Brown & Ben Notteram

What’s your Myers Briggs personality type? How does it impact your work? Nate Brown and Ben Notteram surveyed more than 100 customer experience professionals to find out which personality type is most common among employees in CX roles. The results may surprise you!