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Achieving Expectations: Exploring a New Era of Customer Behaviors, Opportunities, and Engagements

Toolkit: Achieving Expectations: Exploring a New Era of Customer Behaviors, Opportunities, and Engagements

Author: ICMI Research

Publisher ICMI

Number of Pages: 15

Sponsor:

Vonage

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Watch to learn what quality management is and why analytics can positively impact agent performance, spot potential problems, and improve the customer experience.

Consumers have permanently changed how they live, work, and shop. Our modern economy has transformed to offer creative solutions for shopping, fulfillment, and delivery of goods and services. While customer service remains crucial to businesses’ success, the way in which it is delivered has dramatically changed. And while the traditional centralized contact center approach will always play a vital role in the world of commerce, it’s time to catch up to where customers are now.

As we enter a new decade with fresh challenges, exciting technology, and endless possibility, contact centers must rethink their role within an organization. As online, in-store, and remote experiences explode in popularity, businesses require a single function to unite the company, direct focus towards the customer, and orchestrate communication and service delivery.

This toolkit equips contact center leaders with:

  • What tools are required to evaluate operational landscape
  • How to build partnerships across disparate silos
  • Identify opportunities to create extraordinary engagements
  • Overcome skills gaps
  • Deliver incredible value

This toolkit equips contact center leaders with: The activities, checklists, and self-assessments contained within will prepare your contact center with everything it needs to thrive today and in the future.

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