Call Center Research
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Research

ICMI SURVEY
Impact of Language on the Customer Experience

The primary focus of this survey is how contact centers currently assist customers of all languages across all channels.

Complete the survey between Mar 14 and Mar 27, and you will be entered into a drawing to win a $300 Gift Card to BestBuy.  see rules >

 

2016 Research Reports

Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience

For all of the advancements over the past decade in improving the customer journey, one aspect has gone seemingly unaddressed and yet increases in importance year over year: the impact of language on the customer experience.

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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