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Your Most Burning Questions of 2017 (Part 1) Messages in this topic - RSS

Posts: 115

Posts: 115
Good morning!

It's hard to believe that 2018 is only weeks away, but now that the weather is (finally) getting cooler, let's take some time to reflect on 2017. I've spent some time analyzing ICMI's web search data and uncovered the top questions of 2017. Over the course of a three-part #ICMIchat series, we're going to talk about them all. Part one kicks off today with these questions:

Q1: How can you provide agents with scripts/templates that don't sound robotic? #ICMIchat
Q2a: What are the metrics your team uses to gauge success? #ICMIchat
Q2b: Who selected those metrics & how/why? #ICMIchat
Q3: What skills do you look for when hiring agents to support live chat? #ICMIchat
Q4: What's the best way to measure the effectiveness of contact center training? #ICMIchat
Q5: As companies like Amazon continue to shape customer expectations, what are practical ways the #cctr can respond? #ICMIchat
Q6: What's one interview question hiring managers should ask potential #cctr agents? #ICMIchat
Q7: What's the staff to supervisor ratio in your #cctr? What have you found works best? #ICMIchat
Q8: What's the most effective scheduling strategy your contact center uses to ensure adequate staffing and service levels? #ICMIchat

The conversation starts at 1:00 ET. Just follow and use #ICMIchat on your favorite Twitter browser to participate.

Erica Strother Marois
Community Strategist, ICMI
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