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What Does it Take to Deliver Best-in-Class Service?

By Erica Marois | Date Published: August 18, 2017 - Last Updated August 22, 2018 | Comments

Most contact centers use similar metrics, processes, and operating procedures. So why are some more successful than others? Our #ICMIchat participants weighed in with their opinions. (Find the full chat transcript here)

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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