Date Published: November 03, 2015 - Last Updated November 01, 2021 ago

Pages: 10

This whitepaper reveals five facts about customers that contact center leaders don’t currently believe and illustrates a profound contract between what consumers find important and what contact leaders perceive as important to the customer.

Leading a contact center today isn’t what it used to be and traditional methodologies, metrics, and mindsets are under scrutiny for their relevance and impact on the modern consumer.  New channels have emerged, customer expectations have shifted, and most customer service professionals have realized it. So, what do they perceive as important and believe is required of them and their contact centers in order to effectively operate in this new normal?  Most importantly, perhaps, are they willing to make the changes they believe are necessary to align with consumer expectations?

ICMI and InContact partnered on a research project in the summer of 2015 to better understand how contact centers can effectively deliver service through the evolution of new channels, shift of customer expectations, and advancement of technologies.

This whitepaper reveals five facts about customers that contact center leaders don’t currently believe. Utilizing the findings of a consumer survey conducted by Harris Interactive and a contact center survey conducted by ICMI, it reveals a profound contrast in what customers find important and what contact center leaders perceive as important to customers.  First-hand perspectives are provided by both consumers and contact center leaders on these five facts, as well as commentary and best practice advice from ICMI’s Justin Robbins.

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