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Answers to 7 Burning Contact Center Questions

By Erica Marois | Date Published: June 29, 2018 - Last Updated December 03, 2018 | Comments

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.

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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