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What Contact Centers Can Learn From Disney Messages in this topic - RSS

E_Marois
E_Marois
Posts: 5


4/3/2018
E_Marois
E_Marois
Posts: 5
We're gearing up for Contact Center Expo in Orlando, FL! One of our keynote speakers is from Disney Institue, and attendees will also have the chance to go behind the scenes and experience how Disney Institute's Professional Development brings the magic alive! All this got us thinking about the lessons contact centers can learn from Disney's approach to service. Join us today at 1:00 ET to discuss! Follow and use our hashtag (#ICMIchat) on Twitter.

Here are the questions we'll cover:

Q1: What do your customers need when they reach out to your contact center?


Q2: What do your customers want when they reach out to your contact center?


Q3: What are some of the negative stereotypes about contact centers? What are some small details contact centers could improve to change the perception?

Q4: What are some common emotions customers feel when they reach out to your contact center? How can you identify those emotions to serve them better?



Q5: How should contact center leaders outfit agents' desks, so they're equipped to deliver the best possible service?


Q6: How much do you think an office setting impacts the service a company provides? What changes would you make to your office space if you had an unlimited budget?

Q7: What are some common processes contact centers follow that might not be in the best interest of customers?

Q8: Just for fun, if you could hire any Disney character to work as an agent in your contact center, who would you hire, and why?

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Erica (@ens0204)
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