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Over the years, the ICMI Global Contact Center Awards program has recognized organizations such as LEGO, Chewy, moo, and Farmers Insurance, just to name a few. All of these brands are known for delivering an outstanding customer experience.
As we analyzed the hundreds of winning applications we've received, we developed a list of common characteristics of award-winning contact centers. One of those characteristics: winning service organizations empower their employees to say "yes" to customers.
Are your agents empowered to do the same? In this #ICMIchat recap, participants share common ways contact centers encourage agents to say "no."
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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