Thought Leaders Tell All #10
Empowering contact center excellence for 30 years!

Thought Leaders Tell All #10

At ACCE 2013, several contact center industry leaders took part in 15 minute panel discussions.  Every Monday for the next few weeks, we'll bring you video footage from each of the panels.

In this tenth panel, ICMI's Justin Robbins moderates a discussion with Mark Miller of JD Power and Associates, Kay Phelps of Jabra, Charlie Baughman of Progressive Insurance, Lauren Bodell of UPMC Health Plan, and Anne Palmerine of UPMC Helath Plan.

Watch and learn as they discuss best practices for driving customer engagement, how to make sure people skills keep up with emerging technologies, and more.

Check back next week for panel #11!

Topics: Strategy & Planning, Learning & Development


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What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
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