Delivering a great service experience in today’s competitive landscape is difficult for even the most sophisticated of service organizations. Aside from the changes in channel offerings and technologies, the contact center is responsible for handling the world’s most volatile resource: people. It is the responsibility of the contact center to ensure that this volatile and important resource is handled with the utmost care and consistency. For those on the inside of these contact centers, the methodology behind ensuring that this care and consistency happens is known as quality management.
ICMI and NICE conducted a benchmark research survey to explore:
Contact centers’ strengths and weaknesses
Top challenges that executives are facing
New opportunities to ensure that a quality customer experience is being delivered