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What’s more important: wowing customers, or making their experience easy? It’s a topic of debate in the customer service community, and one that Matt Dixon will address in his keynote tomorrow at Contact Center Expo and Conference.
Research from ICMI and the Customer Experience Board indicates the increasing importance of making the customer journey an effortless one. Is your call center software making that possible?
Take a look at the infographic below to learn why taking the effort out of the customer experience is so important, and how virtual contact center software can help.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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