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Long gone are the days when customers only sought service through phone and email. For worse or for better, customers are now turning to social, chat, and mobile for help with their problems. Perhaps your contact center has plans to roll out new service channels this year. If so, you're not alone. But just because you build it, doesn't mean they will come.
Read through the action packed recap below for advice you can use to successfully manage a new channel implementation. Looking for more tips? Check out this related complimentary webinar.
Join us again next week as we explore maximizing productivity in the small contact center. @NealTopf will host the one hour discussion. We meet at 1pm ET each Tuesday and all are welcome! Just follow along and use #ICMIchat on Twitter to participate.
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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