Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here: http://ubm.io/2jy23x9) During #ICMIchat this week we discussed those trends! View the presentation to find out what the trends are and how other contact center leaders are responding.
3. This
chat
was
Inspired
by
Brad
Cleveland’s
recent
article:
3
Trends
Shaping
a
New
Year
1.Mainstreaming
Chatbots
2.Supporting
Those
Who
Serve
3.Effective
Personalization
4. Q:
What
are
some
ways
companies
can
use
chatbots to
improve
the
customer
experience?
5.
6. Q:
How
does
the
human
(agent)
role
in
customer
service
change
as
technology
advances?
7.
8. Q:
Who
should
come
first:
employees
or
customers?
Why?
9.
10. Q:
How
can
the
contact
center
best
leverage
data
to
personalize
the
customer
experience?
11.
12. Q:
Have
you
recently
experienced
personalization
as
a
customer?
What
was
that
experience
like?
13.
14. Q:
Is
there
a
trend
on
your
radar
that
we
didn’t
discuss?
15.
16. Join
us
every
Tuesday
at
1pm
ET
for
#ICMIchat
Just
follow
&
use
the
hashtag
to
join
us!
More
info:
http://bit.ly/ICMIchat