The document contains tweets from various people discussing their experiences and accomplishments in customer service over the past year. They discuss bringing departments together, providing agent training, conducting cross-training, community involvement activities, appreciating agents, implementing new support channels, improving student matching rates, and enjoying connecting with customers and solving problems.

2. "We've grown a good deal without sacrificing the great culture."
S C O T T O N T I V E R O Z | @ S C O T T O N T I V E R O Z
#ICMIchat

3. " I was happy to bring three separate
departments under one cohesive group and get
them back to providing great service."
S T E V E D I G I O I A | @ S T E V E D I G I O I A
#ICMIchat

4. " My clients' contact center has offered live, in-
person writing training for 275 agents! CSAT &
agent job satisfaction improved."
L E S L I E O ' F L A H A V A N | @ L E S L I E O
#ICMIchat

5. " We conducted a lot of cross-training this year in preparation for
future growth."
E R I C A M A N C U S O | @ E S M A N C U S O
#ICMIchat

6. " FCR community involvement has been
incredible. Blood drives, March of dimes,
Backpacks for kids, food banks...AMAZING!"
J E R E M Y W A T K I N | @ J T W A T K I N
#ICMIchat

7. " This year I've seen my clients appreciating and
empowering agents more. Yay! "
D E B I M O N G A N | @ D E B I M O N G A N
#ICMIchat

8. " This year we implemented chat as a new support channel."
T R O Y W H I T E | @ M R W H I T E S A Y S T H I S
#ICMIchat

9. " The newest version of our tool took an
86% student-to-school match rate to 95%.
This means more students are getting into
the right schools & degree programs."
E D U M A X I M I Z E R | @ E D U M A X I M I Z E R
#ICMIchat

10. " Customer service is exciting because it's the
intersection of the practical & the aspirational."
L E S L I E O ' F L A H A V A N | @ L E S L I E O
#ICMIchat

11. " Customer service is a great blend of using creativity to solve
problems & connecting with others. Together they make a
difference."
J E R E M Y W A T K I N | @ J T W A T K I N
#ICMIchat

12. " I love connecting with people, solving
problems, and helping them find even more
ways to benefit from our products."
E R I C A M A N C U S O | @ E S M A N C U S O
#ICMIchat

13. "Solving problems and being helpful is in my DNA, so
customer service is a natural fit!"
M O N I C A N O R T O N | @ M O N I C A L N O R T O N
#ICMIchat