Setting Customer Service Resolutions for 2017

A  recap  from  the  January  3,  2017  #ICMIchat

Q:  What  are  your  top  3  business  goals  for  

2017?  

• Make  agents’  jobs  easier  &  more  rewarding

• Make  our  knowledgebase  a  powerhouse  to  best  serve  our  agents  and  customers

• Provide  exceptional  learning  solutionsSupport  the  learning  goals  of  our  agents

• Begin  to  master  Micro-­‐learning• Keep  learning  about  new  

technology  for customer  service• Be  more  transparent  w/team• Learn  more  with  NPS• Higher  quality  support

• Ask  more  questions• Business  process  development• Keep  improving  quality• Sign  more  clients• Train  up  the  team!• Engage  in  more  thought  leadership• Add  to  our  client  success  stories!• Improved  employee  engagement  

and  communication• Improved  ops  excellence• Identify  key  strategic  partnerships• Growth,  growth,  and  more  growth• More  efficient  support• Better  CX  relationships

Q:  How  do  you  think  customer  expectations  

will  evolve  in  2017?  How  will  your  team  

respond?

Q:  Does  your  contact  center  plan  to  support  any  

new  channels  in  2017?  If  so,  which  ones  &  why?

Q:  Do  you  plan  (or  wish)  to  invest  in  any  new  technology  this  year?  Why/why  not?  

Q:  What  are  some  new  ways  you  plan  to  

motivate  and  celebrate  your  employees  this  

year?  

Q:  If  you  could  eliminate  one  

customer  challenge  this  year,  what  would  it  

be  and  why?  

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