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Answers to 7 Burning Contact Center Questions

You asked. We delivered. Watch this short #ICMIchat recap video for answers to the following contact center questions:

  1. How can trainers influence executive leadership to realize the importance of training and make the appropriate investments?
  2. How can a contact center that is solely customer support based, and not sales based, prove ROI?
  3. Is there a difference between self-service and chatbots?
  4. What's the best way to measure FCR? Through a survey, or by analyzing the operational data?
  5. Knowing that most people put their best foot forward in a job interview, how can you determine if an applicant is a fit for your culture?
  6. What are some other (more descriptive) jobs titles to use instead of agent?
  7. What are some practical ways to turn around low customer satisfaction scores?

For more answers, read through the full chat transcript.