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Was 2014 the year of the contact center? From the very public Comcast service fail, to data breaches galore, the emergence of omnichannel as a buzzword, and the growing popularity of video support, customer service leaders have been quite busy.
This week during #ICMIchat we took some time to reflect on all that happened for the contact center this year. Check out the recap below to reminisce and take away some pointers for the coming year!
Join us next Tuesday at 1:00 EST as we continue to prepare for the year ahead. We'll be talking about the contact center agent of tomorrow. Just follow and use #ICMIchat to join the conversation.
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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