ICMI
Conference session: How TriMet Added Agents, Hours, and Channels Without Sacrificing Service Quality – Contact Center Expo
Online , United StatesIn just one year, TriMet (Portland, Oregon's largest transit agency) scaled its eight-person, Monday-Friday phone-based support team to a 20-person, 24x7 omnichannel powerhouse. Under Jon Bell's leadership, the customer care team added social media and SMS channels and rolled out support for Hop Fastpass, the first-ever fare card to be used in Apple's wallet. With […]
Virtual Workshop: Writing to Customers? Empathy is as Important as Accuracy
Online , United StatesRegister for ICMI's Contact Center Expo: A Digital Experience on October 6 -7, 202 and attend my September 29 live virtual workshop for free! Writing to Customers? Empathy is as Important as Accuracy Whether they’re angry, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. They need […]
Your Chatbot Needs Better Small Talk: Contact Center Expo (Digital)
Online , United StatesVirtual breakout session at Contact Center Expo
Why Your Contact Center Should Use a Human + ChatGPT Approach to Writing Customer Responses: Contact Center Expo
Loews Royal Pacific Resort at Universal OrlandoIt’s not “either.” It’s “both.” Your contact center should be using both human CSRs and AI writing tools like ChatGPT to compose emails, KB articles, and social media responses. Let’s be honest. Some CSRs are poor or unwilling writers. And ChatGPT can’t empathize authentically, and sometimes it gives bad info. You need both humans and […]
How to Respond to Ratings and Reviews – ICMI Contact Center Expo: Digital
Online , United StatesVirtual conference workshop