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6 Unique Ways to Improve Contact Center Accessibility

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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.

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6 Unique Ways to Improve Contact Center Accessibility

  1. 1. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 6  Unique  Ways  to  Improve  Contact   Center  Accessibility  
  2. 2. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Insight  from  our  August  2,  2016  #ICMIchat
  3. 3. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Why  Measure  &  Report  on  Employee  Satisfaction
  4. 4. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Employee  Satisfaction  Metrics
  5. 5. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Employee  Satisfaction  vs  Employee  Engagement
  6. 6. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Drivers  of  Employee  Satisfaction  &  Engagement
  7. 7. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Drivers  of  Employee  Satisfaction  &  Engagement
  8. 8. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Questions  for  Employee  Surveys
  9. 9. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Questions  for  Employee  Surveys
  10. 10. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Visit  our  forum  for  full  recaps  and   future  questions:   http://ubm.io/1RzMpI4  

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