ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
We live in an increasingly connected world, and work in an increasingly complex industry. Customer interactions take place in more channels, languages, and time zones than ever before. Customers want the contact center to keep it simple, and to know and anticipate their needs. But customers have also been burnt by too many security breaches, and may feel wary giving up information that could actually help make service experiences feel more customized.
How can the contact center strike a balance and provide customized experiences that don't feel creepy? Does customized service even matter?
Check out the recap from our chat this week to see what other customer service leaders are doing to personalize the customer experience. Tell us what you think! Is customized service what customers today expect? How does your contact center deliver?
Join us again next week for another one hour chat with the contact center community. Kevin Hegebarth will lead a discussion on the dos and don'ts of contact center onboarding. Just follow along and participate by using the hashtag #ICMIchat. The conversation starts at 1pm ET every Tuesday.
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.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?