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  2016	
  ICMI,	
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Expert Insight on Implement...
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Channel	
  Preferences
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Channel	
  Wish	
  List	
  
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Channels	
  Contact	
  Cent...
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Reasons	
  to	
  Add	
  New...
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  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
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  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Measuring	
  Channel	
  Uti...
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  2016	
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  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
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©	
  2016	
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  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Challenges	
  of	
  New	
  ...
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  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
The	
  Role	
  of	
  Techno...
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  2016	
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  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
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©	
  2016	
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  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Advice	
  for	
  New	
  Cha...
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Expert Insight on Implementing New Service Channels

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New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in 2017. During this week's #ICMIchat we discussed channels our community members plan to support in 2017, strategies for doing so, and tips for overcoming the challenges that might come up along the way.

Published in: Business
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Expert Insight on Implementing New Service Channels

  1. 1. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Expert Insight on Implementing New Service Channels
  2. 2. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  3. 3. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  4. 4. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Channel  Preferences
  5. 5. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  6. 6. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Channel  Wish  List  
  7. 7. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  8. 8. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Channels  Contact  Centers  Plan  to  Add  in  2016
  9. 9. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  10. 10. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Reasons  to  Add  New  Channels
  11. 11. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  12. 12. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Measuring  Channel  Utilization  &  Success
  13. 13. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  14. 14. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Challenges  of  New  Channel  Implementation
  15. 15. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  16. 16. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 The  Role  of  Technology
  17. 17. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  18. 18. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Advice  for  New  Channel  Implementation
  19. 19. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

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