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Q: What are some ways to inject positivity in the
workplace?
LESLIE O'FLAHAVAN | @LESLIEO
" B E S I N C E R E A B O V E
A L L . P O S I T I V I T Y
W I T H O U T S I N C E R I T Y I S...
NEXT CALLER| @NEXTCALLER
" M O D E L P O S I T I V I T Y . I F
I T D O E S N ' T E X U D E
F R O M Y O U , I T W O N ' T B...
ROY ATKINSON| @ROYATKINSON
" I T S O U N D S S O
S I M P L E , B U T P U T T I N G
O N A S M I L E A N D
S A Y I N G G O O...
Q: What do you see as the
leading causes of burnout in
your center? How are you
working to combat them?
COLIN TAYLOR| @COLINSATAYLOR
" B U R N O U T O C C U R S
W H E N P E O P L E ' S S K I L L S ,
T A S K S , A N D P A C E A...
ERICA MANCUSO| @ESMANCUSO
" M O N O T O N Y L E A D S T O
B U R N O U T . W E K E E P O U R
E M P L O Y E E S C H A L L E ...
Q: What are some simple, low-
cost ways to share new
product knowledge with the
frontlines and across the
organization?
JUSTIN ROBBINS|
@JUSTINMROBBINS
" I B E L I E V E T H A T T H E
B E S T W A Y T O K N O W A
P R O D U C T I S T O
E X P E ...
JENNY DEMPSEY|
@JENNYSUEDEMPSEY
" W R I T E A S O N G A B O U T
Y O U R N E W P R O D U C T
A N D S I N G I T T O T H E
T ...
LESLIE O'FLAHAVAN| @LESLIEO
" A T I D Y , W E L L -
M A I N T A I N E D , C O N C I S E
K N O W L E D G E B A S E H E L P ...
Q: How do you encourage
agents to lead change in your
organization?
JEREMY HYDE| @JEREMYHYDE_
" F O R M E , E N C O U R A G I N G
E M P L O Y E E S T O L E A D I S A
G R A S S R O O T S E F ...
NATE BROWN| @CUSTOMERISFIRST
" Y O U R A G E N T S N E E D T O
B E A P A R T O F C R E A T I N G
Y O U R S E R V I C E V I...
JEREMY WATKIN| @JTWATKIN
" E N C O U R A G I N G A G E N T S
T O L E A D C H A N G E
R E Q U I R E S F I R S T T H A T W E...
Q: Do you have any advice
for speeding up the contact
center vendor selection,
implementation, and
onboarding process?
EVAN WATSON| @EVENWATSON
" W E H A V E A N A G E N T - L E D
P R O C E S S I M P R O V E M E N T
C O M M I T T E E W I T H...
NATE BROWN| @CUSTOMERISFIRST
" C O L L E C T A L L Y O U R
I N T E R N A L R E Q U I R E M E N T S
A C R O S S T H E B U S...
JUSTIN ROBBINS|
@JUSTINMROBBINS
"MAKE YOUR LIST OF NEED,
WANT, & WISH TO HAVES.
DON'T COMPROMISE ON A
NEED, EVEN IF IT'S
'...
JENNY DEMPSEY |
@JENNYSUEDEMPSEY
" S P E E D I N G U P W O N ' T W O R K
I F I T ' S N O T E F F E C T I V E I N
T H E F I...
Join the conversation next time!
Topic: Emerging Contact Center Metrics
Day/Time: Tuesday, September 6 | 1pm ET
#ICMIchat
15 Quotes to Inspire Customer Service Excellence
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15 Quotes to Inspire Customer Service Excellence

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ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy & technology. Those are the same areas we focused on during #ICMIchat this week! Click through this presentation for words of inspiration from fellow customer service and contact center leaders.

Want to join us at Contact Center Demo & Conference? Learn more here: http://bit.ly/CCDemo2016

Published in: Business
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15 Quotes to Inspire Customer Service Excellence

  1. 1. Q: What are some ways to inject positivity in the workplace?
  2. 2. LESLIE O'FLAHAVAN | @LESLIEO " B E S I N C E R E A B O V E A L L . P O S I T I V I T Y W I T H O U T S I N C E R I T Y I S L I K E A S P A R T A M E . " #ICMIchat
  3. 3. NEXT CALLER| @NEXTCALLER " M O D E L P O S I T I V I T Y . I F I T D O E S N ' T E X U D E F R O M Y O U , I T W O N ' T B E E M B R A C E D O R S H O W N B Y A N Y O N E E L S E . " #ICMIchat
  4. 4. ROY ATKINSON| @ROYATKINSON " I T S O U N D S S O S I M P L E , B U T P U T T I N G O N A S M I L E A N D S A Y I N G G O O D M O R N I N G / A F T E R N O O N / E V E N I N G W O R K S W O N D E R S . " #ICMIchat
  5. 5. Q: What do you see as the leading causes of burnout in your center? How are you working to combat them?
  6. 6. COLIN TAYLOR| @COLINSATAYLOR " B U R N O U T O C C U R S W H E N P E O P L E ' S S K I L L S , T A S K S , A N D P A C E A R E N O T A L I G N E D . A B I G G E R M I S M A T C H L E A D S T O F A S T E R B U R N O U T A N D H I G H E R S T R E S S . " #ICMIchat
  7. 7. ERICA MANCUSO| @ESMANCUSO " M O N O T O N Y L E A D S T O B U R N O U T . W E K E E P O U R E M P L O Y E E S C H A L L E N G E D B Y G I V I N G T H E M C H A L L E N G I N G P R O J E C T S A N D O P P O R T U N I T I E S T O T R Y S O M E T H I N G N E W . " #ICMIchat
  8. 8. Q: What are some simple, low- cost ways to share new product knowledge with the frontlines and across the organization?
  9. 9. JUSTIN ROBBINS| @JUSTINMROBBINS " I B E L I E V E T H A T T H E B E S T W A Y T O K N O W A P R O D U C T I S T O E X P E R I E N C E I T F I R S T H A N D . I ' D L O O K F O R W A Y S T O G E T H A N D S O N I F P O S S I B L E . " #ICMIchat
  10. 10. JENNY DEMPSEY| @JENNYSUEDEMPSEY " W R I T E A S O N G A B O U T Y O U R N E W P R O D U C T A N D S I N G I T T O T H E T E A M . " #ICMIchat
  11. 11. LESLIE O'FLAHAVAN| @LESLIEO " A T I D Y , W E L L - M A I N T A I N E D , C O N C I S E K N O W L E D G E B A S E H E L P S S H A R E N E W P R O D U C T K N O W L E D G E W I T H F R O N T L I N E S & A C R O S S T H E O R G A N I Z A T I O N . C R E A T E I N C E N T I V E S F O R A G E N T S T O A D D K N O W L E D G E . G I V E B I G I N D I V I D U A L R E W A R D S F O R D O I N G S O . " #ICMIchat
  12. 12. Q: How do you encourage agents to lead change in your organization?
  13. 13. JEREMY HYDE| @JEREMYHYDE_ " F O R M E , E N C O U R A G I N G E M P L O Y E E S T O L E A D I S A G R A S S R O O T S E F F O R T . T E A C H A N D M E N T O R S O T H E Y C A N B E E F F E C T I V E C H A N G E A G E N T S . " #ICMIchat
  14. 14. NATE BROWN| @CUSTOMERISFIRST " Y O U R A G E N T S N E E D T O B E A P A R T O F C R E A T I N G Y O U R S E R V I C E V I S I O N . I F T H E Y H A V E S K I N I N T H E G A M E , T H E Y W I L L H E L P M A K E I T H A P P E N . " #ICMIchat
  15. 15. JEREMY WATKIN| @JTWATKIN " E N C O U R A G I N G A G E N T S T O L E A D C H A N G E R E Q U I R E S F I R S T T H A T W E L I S T E N T O T H E M A N D H E L P T H E M P U T T H E I R I D E A S I N T O P R A C T I C E . " #ICMIchat
  16. 16. Q: Do you have any advice for speeding up the contact center vendor selection, implementation, and onboarding process?
  17. 17. EVAN WATSON| @EVENWATSON " W E H A V E A N A G E N T - L E D P R O C E S S I M P R O V E M E N T C O M M I T T E E W I T H A R U B R I C F O R A S S E S S I N G A N Y P R O P O S E D S O L U T I O N ' S F E A S I B I L I T Y A N D I M P A C T . " #ICMIchat
  18. 18. NATE BROWN| @CUSTOMERISFIRST " C O L L E C T A L L Y O U R I N T E R N A L R E Q U I R E M E N T S A C R O S S T H E B U S I N E S S F I R S T , I N P R I O R I T Y O R D E R . T H E N Y O U D O N ' T W A S T E T I M E W I T H U N W O R T H Y V E N D O R S . " #ICMIchat
  19. 19. JUSTIN ROBBINS| @JUSTINMROBBINS "MAKE YOUR LIST OF NEED, WANT, & WISH TO HAVES. DON'T COMPROMISE ON A NEED, EVEN IF IT'S 'PLANNED FOR THE UPCOMING RELEASE'." #ICMIchat
  20. 20. JENNY DEMPSEY | @JENNYSUEDEMPSEY " S P E E D I N G U P W O N ' T W O R K I F I T ' S N O T E F F E C T I V E I N T H E F I R S T P L A C E . Q U A L I T Y O V E R Q U I C K . " #ICMIchat
  21. 21. Join the conversation next time! Topic: Emerging Contact Center Metrics Day/Time: Tuesday, September 6 | 1pm ET #ICMIchat

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