As par of the celebration, I had the opportunity to team-up with ICMI, the nation’s leading global provider of resources for customer management professionals, to write a blog series designed specifically for frontline agents. We know that great technology and processes only go so far towards the goal to create a “customer obsessed” organization – while the frontline agent really owns the experience. Their importance cannot be under-valued.
As I developed my outline for the posts, I landed on four key concepts that I think are important. You can read the posts on the ICMI website: