Seize the Moments With Your Customers
What are the top inhibitors to delivering a wonderful customer journey, and more importantly, the secrets to perfecting it? That’s the quest the International Customer Management Institute (ICMI) set out to unearth. Surveying hundreds of contact center professionals at leading brands worldwide, ICMI discovered common practices as varied as ‘blindfold driving’ to ‘analysis without data’. The good news? ICMI has the recommendations to help overcome these challenges.