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Rallying Your Company to Become More Customer-Cent Messages in this topic - RSS

Posts: 5

Posts: 5
Good morning! It's time for another #ICMIchat. Our topic for today is based on an upcoming ICMI Contact Center Expo session, so if you want to learn more, be sure to check it out in Orlando.

As always, the conversation will start at 1:00 ET on Twitter. We welcome all newbies :) Just follow and use our hashtag to participate. (#ICMIchat)

Here are the questions we'll cover during our discussion:

Q1: How do you define customer-centricity? What are the characteristics of a customer-centric company? #ICMIchat

Q2: Most companies claim to be customer-centric. In your opinion, what percentage of businesses actually are customer-centric? #ICMIchat

Q3: In your opinion, is there a difference between contact center metrics and customer experience metrics? Why/why not? #ICMIchat

Q3: What are some of the direct ways contact center metrics impact overall business performance? #ICMIchat

Q5: Let's be honest. No one loves reading reports. How do you design CX metrics reports so people: 1. Pay attention and 2. Feel motivated to act? #ICMIchat

Q6: Why do you think companies struggle to act upon customer data? What are some ways to hold your team accountable for making regular improvements based on the voice of the customer feedback? #ICMIchat

Q7: How can contact center agents play a role in building a more customer-centric culture? #ICMIchat

Q8: How can contact center leaders get the whole organization excited about serving customers? #ICMIchat

Hope to chat with you soon!

Erica (@ens0204)
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