The Biggest Contact Center Trends of 2016

A  recap  from  the  December  6,  2016  #ICMIchat

Q:  Do  you  think  companies  made  self-­‐

service  easier  this  year?  Bonus  points  for  

examples!  

Q:  Did  your  company  implement  any  new  service  channels  this  year?  What  did  you  

learn?

Q:  What  are  some  ways  your  company  

proactively  engaged  with  customers  this  year?

Q:  Did  your  team  use  customer  feedback  to  improve  the  customer  

experience?  How?

Q:  Did  your  team  implement  any  new  

technology  this  year?  What  did  you  learn  

along  the  way?

Q:  What  did  you  do  to  empower  your  agents  this  year?  How  do  you  think  it  impacted  the  customer  

experience?

Q:  In  your  opinion,  what  do  you  think  was  the  biggest  contact  center  trend  of  

2016?

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