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Ways Contact Center Agents Can Help Shape a Customer-Centric Culture

By Erica Marois | Date Published: April 13, 2018 - Last Updated December 03, 2018 | Comments

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, 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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