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  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Expert Insight on Implementing New Service Channels
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Channel	
  Preferences
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Channel	
  Wish	
  List	
  
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Channels	
  Contact	
  Centers	
  Plan	
  to	
  Add	
  in	
  2016
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Reasons	
  to	
  Add	
  New	
  Channels
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Measuring	
  Channel	
  Utilization	
  &	
  Success
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Challenges	
  of	
  New	
  Channel	
  Implementation
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
The	
  Role	
  of	
  Technology
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177
Advice	
  for	
  New	
  Channel	
  Implementation
©	
  2016	
  ICMI,	
  All	
  Rights	
  Reserved @CallCenterICMI icmi.com |	
  	
  800.672.6177

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Expert Insight on Implementing New Service Channels

  • 1. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Expert Insight on Implementing New Service Channels
  • 2. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 3. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 4. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Channel  Preferences
  • 5. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 6. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Channel  Wish  List  
  • 7. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 8. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Channels  Contact  Centers  Plan  to  Add  in  2016
  • 9. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 10. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Reasons  to  Add  New  Channels
  • 11. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 12. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Measuring  Channel  Utilization  &  Success
  • 13. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 14. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Challenges  of  New  Channel  Implementation
  • 15. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 16. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 The  Role  of  Technology
  • 17. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177
  • 18. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177 Advice  for  New  Channel  Implementation
  • 19. ©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177