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Which channels do customers REALLY want to to use, and how can the contact center best guide customers to the most appropriate channel for their needs?
These are just two of the questions we discussed during #ICMIchat this week. In case you missed it, check out the recap below. Jeremy Watkin hosted the lively conversation, and many valuable best practices and tips were shared.
Want to get in on the action next week? Sean Hawkins will lead our chat on the next emerging channels. Everyone is welcome, and the fun begins at 1pm ET on Tuesday. Just follow and use the hashtag #ICMIchat to join us. Not sure how to get started? Check out our 5 min tweet chat tutorial.
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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