Implementing new channels, systems, or processes is one of the top challenges facing today’s contact center professionals. From systems integration challenges to agents that adamantly resist change, the struggle to adapt a contact center’s infrastructure to the shifting customer landscape could not be more real.
ICMI’s research over the past several years has revealed substantial growth in the number of organizations adopting new channels and technologies, but more specifically, that have implemented live chat to effectively deliver seamless omni-channel customer experiences. Through this research, we’ve gained deep insights on things to avoid, tips and tricks to utilize, and demonstrated best practices for how to successfully implement new channels within the contact center.
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