ICMI Releases Research Report: How to Create a Flawless Call Center Customer Experience

Whitepaper Uncovers Insider Perspectives to Lower Customer Effort and Empower Agents

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International Customer Management Institute (ICMI)

Feb 04, 2015, 09:00 ET

COLORADO SPRINGS, Colo., Feb. 4, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI) today announces its recently released whitepaper, 3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience. Sponsored by Genesys and Zendesk, the research calls on the unique insider perspectives of key stakeholders to envision the exemplary call center experience.

ICMI proves the dramatic results that are possible when organizations align their mission, vision and values with the needs and expectations of both their customers and employees. However, this isn't an easy task given the complexity of today's call centers – with more channels to manage than ever before, increased customer expectations, and a need for a highly knowledgeable frontline workforce.

"Providing an effortless customer experience isn't impossible, it just means that you need to be ready to handle whatever comes your way," said Justin Robbins, Senior Analyst for ICMI. "Creating an effortless customer experience comes from a deep understanding of where the barriers exist, and how to replace them with processes that create value."

ICMI's research exposes the expectations and needs of core stakeholders and outlines steps to remove barriers. The report provides detailed perspectives for each:

The Customer: Wants service when they want it, how they want it, and they do not want to worry about it once they have it.
The Agent: Wants clearly defined expectations that make sense and are designed to avoid burnout, and the tools, knowledge, and resources required to fulfill them.
The Organization: Wants cost efficient service that maximizes revenue.

"In many cases, cost efficiency is a direct result of customer and agent satisfaction," said Robbins. "And further, happiness of the agent correlates to the happiness of the customer – so imagine the potential if every contact center agent had the resources to provide a perfect experience."

3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience provides call centers with the core components required for lowering customer effort and elevating the overall customer experience. To view the full report please visit: ubm.io/whitepaper2015. Media can obtain a copy of the report by contacting the ICMI team at [email protected].

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company.

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SOURCE International Customer Management Institute (ICMI)