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Are You Dragging Your Customers Through a Call Center Maze?

By Erica Marois | Date Published: May 07, 2014 - Last Updated August 22, 2018 | Comments

What’s more important: wowing customers, or making their experience easy?  It’s a topic of debate in the customer service community, and one that Matt Dixon will address in his keynote tomorrow at Contact Center Expo and Conference.

Research from ICMI and the Customer Experience Board indicates the increasing importance of making the customer journey an effortless one.  Is your call center software making that possible?

Take a look at the infographic below to learn why taking the effort out of the customer experience is so important, and how virtual contact center software can help.

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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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