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.

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2016
ICMI,
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Rights
Reserved @CallCenterICMI icmi.com |

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Expert Insight on Implementing New Service Channels

©
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
Centers
Plan
to
Add
in
2016

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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
Reasons
to
Add
New
Channels

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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
Utilization
&
Success

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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
Challenges
of
New
Channel
Implementation

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

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

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The
Role
of
Technology

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

800.672.6177
Advice
for
New
Channel
Implementation

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2016
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[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants. Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes. This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals. INCLUDED FRAMEWORKS/MODELS: 1. Stanford’s Design Thinking 2. IDEO’s Human-Centered Design 3. Strategyzer’s Business Model Innovation 4. Lean Startup Methodology 5. Agile Innovation Framework 6. Doblin’s Ten Types of Innovation 7. McKinsey’s Three Horizons of Growth 8. Customer Journey Map 9. Christensen’s Disruptive Innovation Theory 10. Blue Ocean Strategy 11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map 12. Design Sprint Framework 13. The Double Diamond 14. Lean Six Sigma DMAIC 15. TRIZ Problem-Solving Framework 16. Edward de Bono’s Six Thinking Hats 17. Stage-Gate Model 18. Toyota’s Six Steps of Kaizen 19. Microsoft’s Digital Transformation Framework 20. Design for Six Sigma (DFSS) To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations

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