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New ICMI & inContact Research Provides Insight on Delivering Customer Experience Excellence in the Contact CenterCOLORADO SPRINGS, Colo., Sept. 29, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI) and inContact, today released the 2015 report, "Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center." The new research uncovers the gaps between contact center assumptions and customer expectations – and how to overcome this divide. Based on a survey composed by ICMI and inContact in the summer of 2015, the report delivers insight and supportive data to help improve operations and move contact centers past the status quo. For more information and to download the full report, visit: icmi.com/Resources/Research/2015-Smarter-Service-for-the-Connected-Consumer The survey delivered insight into what customer management leaders perceive as important and believe is required of them and their contact centers in order to effectively operate in today's industry. More importantly, the survey helped to understand a willingness to make the changes necessary to align with consumer expectations. The report reveals important findings, providing a glimpse into what today's contact center professionals stress as important, unimportant and what changes they find necessary. These items were categorized into four key sections, critical to understanding the foundation for excellent customer management. Customer Service is the New Marketing Contact Centers are a Critical Touch-point Data Steers the Contact Center Contact Center Perceptions of the Customer Experience
"There is a discourse when it comes to what the consumer wants and what contact centers believe they want," says Justin Robbins, senior analyst for ICMI. "It is essential that organizations not only take the time to figure out what their customers want, but that they use the correct tools and strategies to do so." "In what can accurately be described as the 'age of the customer', it is imperative for companies to be in tune with the consumer," stated Paul Jarman, CEO at inContact. "Leading companies meet customers on their terms and are able to do so consistently by providing great customer experiences." The report was compiled based on responses to the 2015 survey, "The Contact Centers Perspective on Customer Experience Excellence," distributed by ICMI and inContact. More than 500 responses were collected from executives, directors and managers within the customer management industry. To learn more about current industry trends and hear from top professionals in the field, register for the 2015 Contact Center Demo &Conference, taking place October 19-21 at the Rio in Las Vegas, Nevada. To request a media pass, please visit: icmi.com/Contact-Center-Demo-Conference/Resources/Media-Center. About ICMI About inContact Logo - http://photos.prnewswire.com/prnh/20150928/271650LOGO Logo - http://photos.prnewswire.com/prnh/20150928/271649LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/new-icmi--incontact-research-provides-insight-on-delivering-customer-experience-excellence-in-the-contact-center-300150518.html SOURCE International Customer Management Institute (ICMI) |