ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center

Author: ICMI Research

Publisher: ICMI

Number of Pages: 20


One of our most intriguing reports! This research uncovers the gaps between contact center assumptions and customer expectations.

In the summer of 2015, the International Customer Management Institute (ICMI) and inContact launched the “The Contact Center's Perspective on Customer Experinece Excellence” survey to discover if there is a significant difference between an organization’s assumptions of the omnichannel customer experience and the consumers' actual expectations. Over 560 contact center professionals participated in the survey.

Just one of the key findings outlined in this report:

I am willing to pay more for a product or service with a good customer service reputation.
- 69% of Consumers agreed with this statement.
- Contact Centers believe only 35% of consumers would agree.
This represents a 34% difference in contact center perception vs consumer reality!

Download this report and get the data and case studies you need to effectively overcome the gaps between contact center assumptions and customer expectations. You will gain actionable insight on how to effectively deliver service across the customer journey by enabling customers to channel pivot seamlessly and representatives to serve effectively.

By uncovering the appropriate insights, leveraging the right tools, and granting the necessary levels of authority, contact center professionals will increase their ability to deliver customer experience excellence.

You might also be interested in these other complimentary resources also derived from the research.

Webinar: 5 Facts Contact Centers Don’t Know About Customers

Whitepaper: Coming Soon!

Infographic: Coming Soon!


Topics: CSAT, Director, Customer Experience

Get Access to this ICMI Research!