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How to Meet the Needs of Today's Connected Customers

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Are customer expectations on the rise? If so, what role (if any) does technology play in shaping expectations? According to Brad Cleveland, today's customers have ten key expectations. (Check them out here: http://www.icmi.com/Resources/Customer-Experience/2015/10/Ten-Customer-Expectations-and-How-They-Are-Changing)

We spent some time exploring these expectations during #ICMIchat. Find out what our participants are doing to meet their customer's needs.

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How to Meet the Needs of Today's Connected Customers

  1. 1. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 How  to  Meet  the  Needs  of  Today’s   Connected  Customers  
  2. 2. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  3. 3. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  4. 4. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Service  Expectations  Among  Contact  Center  Pros
  5. 5. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  6. 6. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Contact  Center  Accessibility  in  Today’s  Connected  World
  7. 7. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  8. 8. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 How  to  Empower  the  Frontline
  9. 9. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  10. 10. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Barriers  to  Achieving  First  Contact  Resolution
  11. 11. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  12. 12. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Best  Practices  for  Customer  Follow-­‐Up
  13. 13. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  14. 14. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Demonstrating  Social  &  Ethical  Responsibility  
  15. 15. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

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