How to Successfully Implement a New Channel in Your Contact Center


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.

Listen to this on-demand webinar to learn:

  • Tips to prevent the most common mistakes during a new channel/technology implementation.
  • Why chat is a fundamental channel for contact centers to most effectively provide omni-channel service.
  • How to determine whether or not your channel and/or technology implementation was successful.
  • Best practices for delivering new channel and technology training to your staff.

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