You’re a customer service management executive. How do you stay up-to-date on industry trends?

1 Subscribe to newsletters and podcasts

One of the easiest ways to stay informed and inspired is to subscribe to newsletters and podcasts that cover customer service topics. Newsletters and podcasts can provide you with valuable insights, tips, and case studies from leading customer service professionals and thought leaders. You can also discover new tools, strategies, and innovations that can help you improve your customer service management skills. Some examples of newsletters and podcasts that you can check out are Customer Service Weekly, Support Driven, and The Customer Service Secrets Podcast.

2 Join online communities and forums

Another way to stay up-to-date on customer service trends is to join online communities and forums where you can interact with other customer service managers and experts. Online communities and forums can offer you a platform to ask questions, share ideas, and get feedback on your customer service challenges and solutions. You can also learn from the experiences, best practices, and mistakes of other customer service professionals in your industry or niche. Some examples of online communities and forums that you can join are Customer Service Professionals Network, CXPA, and Quora.

3 Attend webinars and events

A third way to stay up-to-date on customer service trends is to attend webinars and events that focus on customer service topics. Webinars and events can give you the opportunity to learn from the experts, network with other customer service managers, and discover new trends and opportunities in your field. You can also participate in live Q&A sessions, polls, and surveys that can help you gain more insights and perspectives on customer service issues and solutions. Some examples of webinars and events that you can attend are Zendesk Relate, Customer Contact Week, and Customer Service Summit.

4 Follow influencers and blogs

A fourth way to stay up-to-date on customer service trends is to follow influencers and blogs that publish relevant and quality content on customer service topics. Influencers and blogs can help you stay updated on the latest news, research, and opinions on customer service trends and best practices. You can also get inspired by the stories, examples, and tips that they share on how to deliver excellent customer service and manage your team effectively. Some examples of influencers and blogs that you can follow are Shep Hyken, Help Scout, and CustomerThink.

5 Listen to your customers and employees

A fifth way to stay up-to-date on customer service trends is to listen to your customers and employees. Your customers and employees are the best sources of feedback and insights on how to improve your customer service performance and satisfaction. You can listen to your customers and employees by conducting surveys, interviews, focus groups, or reviews. You can also use tools like social media, chatbots, or analytics to monitor and measure your customer service metrics and outcomes. By listening to your customers and employees, you can identify the gaps, opportunities, and trends that can help you enhance your customer service management.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?