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During #ICMIchat this week, guest host Dr. Debra Bentson led participants on a journey to Amity Island. Inspired by Shark Week, she pulled out scenes from the movie Jaws and related them to life in the contact center.
Here was the first question:
Quint said: "Anti-shark cage. You go inside the cage? Cage goes in the water, you go in the water. Shark's in the water. Our shark." How do you train your agents to know when it is time to move from a structured process to creatively empowered solutions?
Watch the 60-second video below to see a few answers! What do you think? Comment below to add your thoughts to the conversation.
These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.