Published: February 18, 2016 | Comments
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.