As omnichannel contact centers become the norm, customers expect to interact with companies and brands on their own terms. For many, that means access to non-linear self-service channels at their convenience, as well as the option to interact directly with agents when they want or need to. With every customer creating their own experience and choosing different channels at different times, how can your organization know what customers’ expectations are, and be sure you are meeting them?
Join ICMI to learn how to listen to the voice of your customers as they move between high touch and self-service channels. We’ll discuss how you can use that insight to create a CX-obsessed culture and help your teams deliver world-class customer experiences, whenever and wherever your customers choose to interact with you.