Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session. You’ll also learn about the worst trouble we’ve ever gotten ourselves into.

Here are the official questions for this week:

Icebreaker Question: What’s the worst trouble you’ve ever been in?

Customer Service Question: What did you speak on at the recent ICMI conference?

We’d love to hear your answers in the comments below. Obviously, most of you probably didn’t speak at the conference. If you attended, we’d love to hear your favorite insight. Finally if you like Jenny’s song, check out this recent post she wrote about it and be sure to download it for yourself.

Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on the Customer Service Life. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.


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