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When ICMI asked last week if your call center had a good partnership with IT, the answer was loud and clear: YES! 60% said that the two departments were on good terms. 13% answered that they do not have a good partnership and 27% are working on building this partnership.
Where does your call center stand? In the article, IT & Operations... Quite the Match, call center expert Dee Kohler explains the fundamental importance of pairing call center operations and IT: "IT/IS provides and supports the architecture, systems, applications, hardware and software, not to mention provisioning appropriate network capacity to enable customer connections." And yet, many centers find that this partnership is beyond their reach. If you're among those that answered "No," is this an ideal situation? Why are you not working towards a partnership at this time?
Share your answers/experiences with us here in the comments!
We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.
No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.