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Customer Expectations Messages in this topic - RSS

Posts: 114

Posts: 114
Hi, everyone! Today we'll talk about customer expectations, and how those expectations should shape service priorities.

For a little bonus reading, be sure to check out this article: 10 Key Customer Expectations.

Q1: Do you think customers' idea of accessibility has changed in the last 5 years? How?

Q2: What are three simple things contact centers can do to deliver more courteous service?

Q3: How do you determine a service level agreement that's appropriate for your business and customers? Does it vary by channel?

Q4: What's preventing so many contact centers from adequately training staff?

Q5: What are some easy ways contact centers can be more proactive in communicating with customers?

Q6: What are some of the common reasons customer issues aren't first contact resolved? Any tips for improving first contact resolution?

Q7: When (and how) should you follow up with customers after a service interaction?

Q8: What are some ways contact centers can operate in a more socially responsible way?

The chat starts at 1:00 ET on Twitter. Just follow and use our hashtag (#ICMIchat) to participate, and wait for the host to ask each question. Tag your answers with A1, A2, etc.

Erica Strother Marois
Community Strategist, ICMI
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