ICMI
Events from this organizer
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How to Deliver Consistent Communication in an Omnichannel World – Contact Center Connections Conference
Contact Center Connections Conference 151 E. Wacker Drive, Chicago, IL, United StatesJoin me for my session at the Contact Center Connections conference in Chicago: "How to Deliver Consistent Communication in an Omnichannel World"
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Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough – Contact Center Connections Conference
Contact Center Connections Conference 151 E. Wacker Drive, Chicago, IL, United StatesJoin me for my session at the Contact Center Connections conference in Chicago: "Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough"
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Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough – Contact Center Connections Conference
Contact Center Connections Conference 151 E. Wacker Drive, Chicago, IL, United StatesJoin me for my session at the Contact Center Connections conference in Chicago: "Live Chat: The Channel Is Mature, but Chat Quality Is Not Good Enough"
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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 […]
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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 […]
