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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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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