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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Expert Insight on Implementing New Service Channels
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Expert Insight on Implementing New Service Channels

Feb 19, 2017

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Erica Marois
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Page 1: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Expert Insight on Implementing New Service Channels

Page 2: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 3: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 4: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Channel  Preferences

Page 5: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 6: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Channel  Wish  List  

Page 7: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 8: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Channels  Contact  Centers  Plan  to  Add  in  2016

Page 9: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 10: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Reasons  to  Add  New  Channels

Page 11: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 12: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Measuring  Channel  Utilization  &  Success

Page 13: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 14: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Challenges  of  New  Channel  Implementation

Page 15: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 16: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

The  Role  of  Technology

Page 17: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Page 18: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Advice  for  New  Channel  Implementation

Page 19: Expert Insight on Implementing New Service Channels

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177


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