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This ICMI research report takes a hard look into the complex world of multichannel. Through the participation of our vast network of contact center professionals, we gained valuable insight into the world of Extreme Engagement in the Multichannel Contact Center. The results revealed interesting statistics on the much debated importance of offering multichannels, the impact on the contact center and agents, the technology investment and training needed and the correlation between loyalty and channel offerings.
Additionally this report provides a best practice guide for optimizing a multichannel support strategy, offered by ICMI Founder Brad Cleveland.
Purchase this report and best practices guide to gain detailed statistics on these key findings:
Seventy-two percent (72%) consider Mobile a necessary channel; although only thirty-nine percent (39%) supported it as a channel.
Research outlined in this report is intended to provide contact center professionals with the data they need to understand why and how to use emerging channels in their customer service offerings. Since new project budgets are often a challenge for the contact center, we’ve pointed out places where the emerging channels increase customer engagement which thereby improves customer lifetime value to the corporate brand. The ICMI Best Practices are an accompaniment designed to aid contact centers with the guidelines and training tools they need on their path to extreme customer engagement.
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These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.