Illustration by Eric Jackson

What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the month: an industry panel offers their input about the most important thing leaders need to understand when developing an omnichannel strategy; social customer service training advice from ICMI’s Elaine Carr; 4 proven strategies to improve customer experience across the organization; a look at HomeServe USA’s award-winning WOW team and culture of continuous improvement; and insights about challenges and the changing contact center environment from customer service consultant Michael Pace.

What You Need to Know About Omnichannel
In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to understand about developing an omnichannel strategy.

Social Customer Care Training Tip
The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from their engagement strategies for other channels, says Elaine Carr, manager of Training & Development at ICMI (International Customer Management Institute).

4 Tactics to Drive Companywide Process Excellence
Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can create further inefficiencies and frustrations for contact center agents by dragging out the turnaround time for responding to customer inquiries. You can improve the overall customer experience and your center’s performance by driving end-to-end process excellence.

Inside View: HomeServe USA
Impressed with the HomeServe USA’s successful development of a specialized team of frontline reps whose main goal is to deliver a “wow” customer experience, judges at the 2015 Stevie Awards for Sales & Customer Service recognized HomeServe USA with Gold Stevie® Awards for both Frontline Customer Service Team of the Year and Telesales Team of the Year.

Executive Talk: Michael Pace, Pace of Service
Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. In our Executive Talk discussion, Michael shared his views on our changing atmosphere and where he sees new challenges for call centers.