Answers to 4 of Your Burning Contact Center Questions
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Answers to 4 of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and everything in between.

In this video, we've compiled the top three answers to four of those questions:

  • How can you provide agents with scripts/templates that don’t sound robotic?
  • As companies like Amazon continue to shape customer expectations, what are practical ways the contact center can respond?
  • What’s one interview question hiring managers should ask potential contact center agents?
  • What’s the staff to supervisor rate in your contact center? What have you found works best?

For a full recap of this week's conversation, head over to our chat recap. Join us next week at 1:00 ET as we continue the discussion. Just follow and use our hashtag to participate: #ICMIchat.



Topics: Strategy & Planning, Customer Experience, Chat, Email, Hiring, Workforce Management

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