#ICMIchat Recap: The Customer of Tomorrow
Empowering contact center excellence for 30 years!

#ICMIchat Recap: The Customer of Tomorrow

If you follow our blog or Twitter stream you've probably noticed a theme throughout the month of December.  We've devoted these past few weeks to looking back and thinking forward.  We've reflected on the biggest stories for the contact center this year and started preparing for the year ahead.

Last week we devoted our #ICMIchat to the agent of tomorrow.  This week, to the customer of tomorrow.

What do tomorrow's customers need from the contact center?  Check out the recap below for insight from our community.

Join us again in January on Tuesday the 6th as we kick off our first #ICMIchat of 2015.  We'll set you up for a year of hiring and recruiting success in the contact center!

Interested in joining us for #ICMIchat next year?  Email me if you'd like a calendar invite (estrother@icmi.com).

I look forward to tweeting with you all in the coming year.  Cheers and happy holidays!

Topics: Customer Experience, Strategy & Planning


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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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