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Now is the time of year that we reflect on all that's happened and look forward to future. Last week, we devoted our #ICMIchat to all that's happened for the world of customer service in 2014. This week, we decided to look to the future and envision the contact center agent of tomorrow.
Will agents of the future be expected to manage all service channels? Will they be compensated on performance based models? Will they work from home? These are a few of the questions we tackled in our lively hour of debate and conversation.
Check out the recap below, and feel free to weigh-in with your opinions in the comments!
Know a contact center agent that deserves to be recognized for all their great work in 2014? Nominate them for a Global Contact Center Award! You can learn more about our awards program by joining us this Friday for a complimentary webinar.
Join us again next week for the final #ICMIchat of the year. The conversation kicks of t 1:00 EST on Tuesday, and we'll be envisioning the customer of the future. Invite a friend and join us on Twitter!
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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