Favorite Quotes From ICMI’s Contact Center Expo
Twitter has revolutionized conference-going for me— and others familiar with the hashtag, #CCExpo16. Tweets are reserved for only the best stuff and by my count there was a lot of really good stuff at ICMI’s Contact Center Expo and Conference this year. Here are some of the things I learned in very bite-sized, dare I say “tweetable,” chunks.
1. Customer Journey Mapping
My first session of the conference was on customer journey mapping with Jim Tincher of HeartoftheCustomer.com. Journey mapping is an incredible exercise that I highly recommend in all organizations. In the session he said:
A bad customer experience is usually one that’s undesigned. @jimtincher
2. Getting Your Agents Obsessed with Service
In a session with Jeff Toister, he talked about the importance of a customer service vision:
If you want agents to be obsessed with customer service you first need to define what that looks like. @toister
3. Tuesday Keynote Address
In his keynote address, Scott McKain did an extraordinary job motivating us as customer service and contact center leaders to make a difference. I loved this stat about getting our teams excited about supporting our customers and representing our companies:
70% of your customer service team can’t explain why your company is better than the competition. @scottmckain
4. Transforming Customer Experience
Actually this was my presentation on the customer experience. When talking about action to take on customer feedback, here’s my favorite quote:
Ken Blanchard said “Customer feedback is the breakfast of champions,” but sometimes it tastes like dirt. @jtwatkin
Stay tuned for my next post where I summarize what I said in my session.
Gamification is the contact center easy button…said no one ever. @nealtopf
Gamification starts with identifying a problem you are looking to solve. @customerisfirst
Your gamification strategy should bring your team together! @customerisfirst
6. Mobile Customer Service
No industries are over 70% customer service on mobile. @boldchat and @ovum
7. Wednesday Keynote Address
Justin Robbins kicked off the Wednesday keynote address by talking about the opportunity for contact centers to make an impact on the customer experience. This stat was particularly interesting:
42% of contact centers aren’t looking at repeat contact drivers. @justinmrobbins
Lu Battaglieri shared his story of the way they transformed the culture at Delta Dental. As a customer service leader, I found this quote particularly useful:
Contact center leaders should prepare elevator pitches to communicate the top problems they face, their top needs, and their organizational value to the c-suite.
8. Lean Approach to Quality
Jennifer Richard from McKesson shared some practical advice on trimming down their quality process in the contact center so they could review the most essential aspects of customer interactions and have more time to review more interactions. Here’s her advice:
Your quality forms should be more like a carry-on, not a suitcase.
9. Measuring Quality in Social Media Customer Service
Customer service writing pro, Leslie O’Flahavan led an incredible session on quality monitoring for social media customer service. I loved this advice on the importance of really answering the customer’s question via social media rather than pawning them off on another support channel.
If you can’t answer the question, find someone who can BEFORE you hit send– regardless of channel. @leslieo
Finally, one of the real highlights of the show was meeting up with the group (pictured) from the weekly ICMI chat on Twitter. If you’re fanatical about customer service and contact centers, join us Tuesdays at 10am Pacific time for the weekly #ICMIChat on Twitter.
Head of Quality
Jeremy Watkin is the Head of Quality at FCR. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.