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According to ICMI research, 83% of contact centers measure their accessibility and one-third of contact center leaders consider it to be an indispensable metric. While most contact centers meet their accessibility goals for inbound phone, most still struggle to accurately set and meet objectives in other channels. So, how can we make customer service more accessible in the age of omnichannel? Six industry thought leaders--including Zappos share their unique strategies for improving the customer experience.