The Future of Customer Service | ICMI
Empowering contact center excellence for 30 years!

The Future of Customer Service

Date: Thursday, July 12, 2012

Speakers: Alex Dering, Mariann McDonagh

Sponsor:

Watch or download the Educast below.

This Educast covers the result of ICMI research that focused on contact center trends and investment strategies, including the key issues that contact center currently face and how this affects contact center goals in the next five years.

Additional Resources

Research Report - Call Center Short and Long-Term Goals and Investment Trends

Whitepaper - Leveraging Complexity: Trends and Strategies for Future Success in the Contact Center

 

Click here to download the educast to your computer. (Right click and save the file to your desktop)









Speakers

Alex Dering

Industry Analyst,

Alex Dering brings two decades of experience in research, editing, and writing to the field of call center management and its many challenges. Alex currently provides editorial consultation for a variety of corporate and non-professional writers.

Mariann McDonagh

Chief Marketing Officer, inContact

Mariann McDonagh is Chief Marketing Officer for inContact (www.inContact.com). mariann.mcdonagh@inContact.com


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Topics: Strategy & Planning

QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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