Скачать или смотреть ICMI Webinar: Top 3 Trends of Award Winning Call Centers

"ICMI presents the 2012 Global Call Center of the Year Awards winners, and discusses the top 3 trends of these award-winning contact centers.
Plus, listen to the up-and-coming trends that every contact center professional should consider presented by Jabra.
This exciting webinar also features an end of session Q&A facilitated by the Global Call Center of the Year Award winners.

Winners/presenters include:

• American Water - Silver award in technology.

• Allianz Global Assistance - Silver award for quality & Gold global call center of the year award for small to medium call centers.

• UPMC Health Plan – Gold global call center of the year award for large call centers.

Your entire contact center team will benefit by learning the top 3 trends of these award winners:

1. Communication

Transparency, openness, and trust

Effective feedback mechanisms

Proactive customer service

2. Engaged Employees

Clear demonstration of value of customer services to the rest of the organization

Comprehensive training

A supportive and professional, but fun environment


3. The Right Tools

Appropriate technology

Comprehensive quality monitoring

Making it easier for customers through appropriate channels
o Social
o “do-it-yourself”
o Ease of access

Contact Center Market Evolutionary changes Presented by Jabra
• Macro Trends within the business: The internet & ‘Location’
• Macro Trends for the consumer: Technology power, mobility, and social media.
• MegaTrend #1: The rise of the home-based agent.
• MegaTrend #2: The Contact Center as a Strategic Resource.
• MegaTrend #3: The Rise of social media.