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Most companies claim to have a customer-centric culture, but how many customers would agree? This week, #ICMIchat participants discussed all the ways contact centers can rally their organization to become more customer-centric. At the center of it all: agents. Watch this quick recap to learn how companies are involving agents in improving the customer experience.
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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