how to meet the needs of today's connected customers
TRANSCRIPT
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How to Meet the Needs of Today’s Connected Customers
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 3: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/3.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 4: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/4.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Service Expectations Among Contact Center Pros
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 6: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/6.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Contact Center Accessibility in Today’s Connected World
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 8: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/8.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Empower the Frontline
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 10: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/10.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Barriers to Achieving First Contact Resolution
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 12: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/12.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Best Practices for Customer Follow-‐Up
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
![Page 14: How to Meet the Needs of Today's Connected Customers](https://reader033.vdocuments.mx/reader033/viewer/2022051502/587d93781a28abcd648b8223/html5/thumbnails/14.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Demonstrating Social & Ethical Responsibility
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177