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Big data, predictive dialers, millennials, journey mapping, and omnichannel are just a few of the buzzwords being widely used in the contact center today. Are they indeed just buzzwords, or are they an important part of the conversation among customer service leaders?
During #ICMIchat this week we took the time to explore omnichannel, its implications on customers and employees, and its importance to the customer experience. Check out the full recap below for practical advice on ways to deliver outstanding omnichannel service.
Join us again next week as we explore another topic related to today's changing contact center. I'll be your host as we discuss forecasting volume in the multichannel contact center. Just follow along and use the hashtag #ICMIchat to participate. Our chats kick off at 1pm ET every Tuesday and all are welcome!
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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