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According to ICMI research, 83% of contact centers measure their accessibility and one-third of contact center leaders consider it to be an indispensable metric. While most contact centers meet their accessibility goals for inbound phone, most still struggle to accurately set and meet objectives in other channels. So, how can we make customer service more accessible in the age of omnichannel? This was our topic of discussion for #ICMIchat this week.
In the slideshow below, six industry thought leaders, including Zappos, share their unique strategies for improving the customer experience.
Want to be a part of the conversation next week? Join us at 1pm ET on Tuesday as Justin Robbins lead a chat on strategic impact metrics. Just follow and use our hashtag (#ICMIchat) to participate!
Has your contact center tackled accessibility is a unique way! Please add your ideas in the comments below.
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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