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

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Insight
from
our
August
2,
2016
#ICMIchat

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Why
Measure
&
Report
on
Employee
Satisfaction

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2016
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800.672.6177
Employee
Satisfaction
Metrics

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2016
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800.672.6177
Employee
Satisfaction
vs
Employee
Engagement

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2016
ICMI,
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Rights
Reserved @CallCenterICMI icmi.com |
800.672.6177
Drivers
of
Employee
Satisfaction
&
Engagement

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2016
ICMI,
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Rights
Reserved @CallCenterICMI icmi.com |
800.672.6177
Drivers
of
Employee
Satisfaction
&
Engagement

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2016
ICMI,
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Rights
Reserved @CallCenterICMI icmi.com |
800.672.6177
Questions
for
Employee
Surveys

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2016
ICMI,
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Rights
Reserved @CallCenterICMI icmi.com |
800.672.6177
Questions
for
Employee
Surveys

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Rights
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