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Answers to Four of Your Burning Contact Center Questions

By Erica Marois | Date Published: November 09, 2017 - Last Updated September 25, 2018 | Comments

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and everything in between.

In this video, we've compiled the top three answers to four of those questions:

  • How can you provide agents with scripts/templates that don’t sound robotic?
  • As companies like Amazon continue to shape customer expectations, what are practical ways the contact center can respond?
  • What’s one interview question hiring managers should ask potential contact center agents?
  • What’s the staff to supervisor rate in your contact center? What have you found works best?

For a full recap of this week's conversation, head over to our chat recap. Join us next week at 1:00 ET as we continue the discussion. Just follow and use our hashtag to participate: #ICMIchat.

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]
Topics: Best Practices, Coaching And Quality Management, Contact Channels

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