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Contact Center Accessibility Messages in this topic - RSS

Posts: 99

Posts: 99
Today's the day! Join us at 1pm ET/10 am PT for another #ICMIchat.

Neal Topf is our host and here are the questions:

Q1: Does your contact center track agent accessibility? How?
Q2: Should service level objectives vary by channel? How?
Q3: Do you use abandonment metrics to improve the customer experience & discourage abandonment in the future? How?
Q4: Do you think Average Speed of Answer (ASA) is still relevant on today’s contact center dashboard? Why/why not?
Q5: What are the biggest resource accessibility challenges your center faces?
Q6: What’s the best way to measure the accessibility of online channels (self-service, chat, social, etc.)?
Q7: Do you think technology has positively or negatively impacted contact center service levels?

Hope to chat with you all soon!

Erica Strother Marois
Community Strategist, ICMI
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