Empowering contact center excellence for 30 years!

The Business Value of a Mobile Customer Service Strategy

Date: Thursday, January 03, 2013

Speakers: Sarah Stealey Reed, Tobias Goebel



Watch or download the Educast below.

This educast covers the results of industry research conducted by ICMI and Voxeo that sought to better understand how the contact center was positioning mobile as a customer service channel.

Watch now to discover the valuable insight provided by 422 contact center professionals, including the state of the mobile industry, the demands of the mobile customer, and the need for a Mobile Customer Service Strategy.

Additional Resources

Research ReportA Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report

Whitepaper - Don’t Be Left Behind: Build a Mobile Customer Service Strategy for 2013 and Beyond

Click here to download the educast to your computer. (Right click and save the file to your desktop)


Sarah Stealey Reed

Sr. Manager, Workplace Services Call Center, Deloitte Services LP

Sarah Stealey Reed is Senior Manager for the Workplace Services CallCenter at Deloitte and is a member of the ICMI Advisory Board. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

Formerly, as the Content Director for ICMI, Sarah was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


Tobias Goebel

Director, Emerging Technologies, Aspect

Tobias has over 10 years of experience in the IVR, self-service and contact center industry with roles spanning engineering, consulting, sales engineering, program and product management. As part of Aspect's product management and marketing team today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile apps, text, voice, chat, social. He is a frequent speaker and blogger on topics around customer service and the general SoLoMoClo (Social, Local, Mobile, Cloud) trend. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.

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If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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