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#ICMIchat Recap: Optimizing Multichannel Support

By Erica Marois | Date Published: May 22, 2014 - Last Updated August 22, 2018 | Comments

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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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