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#ICMIchat Recap: What Happened in 2014?

By Erica Marois | Date Published: December 04, 2014 - Last Updated August 22, 2018 | Comments

Was 2014 the year of the contact center?  From the very public Comcast service fail, to data breaches galore, the emergence of omnichannel as a buzzword, and the growing popularity of video support, customer service leaders have been quite busy.

This week during #ICMIchat we took some time to reflect on all that happened for the contact center this year.  Check out the recap below to reminisce and take away some pointers for the coming year!

Join us next Tuesday at 1:00 EST as we continue to prepare for the year ahead.  We'll be talking about the contact center agent of tomorrow.  Just follow and use #ICMIchat to join the conversation.

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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