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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Meet the Needs of Today’s Connected Customers

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Page 1: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

How  to  Meet  the  Needs  of  Today’s  Connected  Customers  

Page 2: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 3: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 4: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Service  Expectations  Among  Contact  Center  Pros

Page 5: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 6: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Contact  Center  Accessibility  in  Today’s  Connected  World

Page 7: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 8: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

How  to  Empower  the  Frontline

Page 9: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 10: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Barriers  to  Achieving  First  Contact  Resolution

Page 11: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 12: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Best  Practices  for  Customer  Follow-­‐Up

Page 13: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 14: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Demonstrating  Social  &  Ethical  Responsibility  

Page 15: How to Meet the Needs of Today's Connected Customers

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177


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