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With the additional of mobile, video, and social to the customer service mix, omnichannel has become the buzzword for contact center leaders. The challenge: delivering consistent customer experiences across every interaction and channel of service. That was our topic of discussion for #ICMIchat this week.
Neal Topf hosted the fast paced hour and raised questions such as what is the customer experience? How does consistency impact CSAT? How can contact centers best proceed when adding new channels such as mobile to the mix?
Check out the recap below for friendly debate and pointers you can use in your center.
Join us again next week (Tuesday, 1pm EST) as OneReach hosts. Topic: Can I text your call center? Just follow and use #ICMIchat on Twitter to participate in 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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