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#ICMIchat Recap: Delivering a Consistent Experience Across Channels

By Erica Marois | Date Published: June 11, 2015 - Last Updated August 22, 2018 | Comments

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, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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