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How Devices are Changing the Contact Center Messages in this topic - RSS

Posts: 99

Posts: 99
#ICMIchat is back, and as we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology have on the contact center? Join us today as we explore!

Hope to see you today at 10amPT/1pm ET! We'll cover these questions during our one-hour chat:

Q1: Has evolving technology given your contact center access to more customer data? How so?
Q2: Connected devices enable customers to troubleshoot problems. Does this make the agent’s job easier or more difficult? Why?
Q3: How do connected devices (and more self-service) impact contact center metrics?
Q4: Do you think customers today want more personalized service? What are some simple ways to personalize the service experience?
Q5: What are the pros and cons of using artificial intelligence for customer service?
Q6: How do you think customer channel preferences will evolve in the coming years?
Q7: What customer experience trends are on your radar for 2017?

Erica Strother Marois
Community Strategist, ICMI
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