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Characteristics of Best-in-Class Contact Centers Messages in this topic - RSS

Posts: 115

Posts: 115
Hello, everyone!

I'll be your host today as we think about the characteristics of best-in-class contact centers. The 2017 ICMI Global Contact Center Awards Winners inspired today's questions. As we looked through the applications from this year's winners, we saw a few common characteristics.

Exemplary contact centers:
  • Empower agents to ''say yes''
  • They collaborate with other departments
  • Serve customers in their channel of choice
  • Encourage career growth and development
  • They're mindful of metrics
  • Their culture promotes continual coaching & learning

So, here are today's questions!

Q1: In your opinion, what are 3 characteristics of a best-in-class contact center?
Q2: What's one simple way to empower agents to make the best decisions for customers?
Q3: What are some ways the contact center can collaborate with other departments to improve the customer experience?
Q4: How do you determine which channels make the most sense for your customers?
Q5: How does your team approach internal promotion opportunities for agents? Do you encourage growth?
Q6: Which metric is most important to your contact center? What do you do to meet or exceed your goal consistently?
Q7: What can companies do to promote a culture of learning?
Q8: What's one company you think deserves an award for excellent customer service? Why?

Chat with you at 10:00 PT/ 1:00 ET! #ICMIchat

Erica Strother Marois
Community Strategist, ICMI
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