Self-service offers customers 24x7 access to your organization and the ability to strip simple calls out of the phone queue. It's like expanding your contact center -- or is it? Integrating customer self-service tools and strategies with the contact center is a must, and it requires tools and practices to be successful.
Join ICMI to find out other contact center strategies and practices for utilizing and supporting customer self-service. We'll explore the findings of our recent 2010 Self-Service Contact Center research initiative.
You'll learn how contact centers and customers rate current self-service channels, as well as how other organizations are:
- Understanding and supporting customer self-service habits
- Communicating customer self-service activities to the contact center
Speakers:
Layne Holley
Director of Community Services, ICMI
Layne oversees research, content, peer channels and other programs and services for ICMI community members and stakeholders. An award-winning journalist, Layne has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center.
Macklin Martin
Director of Consulting, ICMI
Macklin is Director of ICMI Consulting. As a contact center leader with 17 years of contact center industry experience and more than 10 years of consulting experience he has helped drive exceptional customer experiences across the travel, telecommunications and automotive verticals. Drawing on years of experience as an award-winning contact center manager, director and vice-president, Macklin’s recent work with ICMI has focused on defining winning strategies for customer growth, operational excellence and outsourcing.
Characterized by his solution-oriented approach Macklin, integrates people, process and technology into intelligent customer systems that adapt to customer needs across touch-points. Macklin’s clients have included the US Department of Census, Toyota, AT&T, AARP and Weight Watchers.
Mariann McDonagh
Chief Marketing Officer, inContact
Prior to joining InContact, Mariann was Senior Vice President of corporate marketing and investor relations for Xtralis, where she led growth strategy for this early threat detection leader. Before Xtralis, she served more than six years as Senior Vice President of corporate marketing for Verint Systems, where her leadership was instrumental in their explosive growth from $150 million to $650 million of revenue in just five years. She played a significant role in the company’s 2006 IPO and nine successful acquisitions. Mariann’s 25 year career in high-tech and software marketing also includes tenures with CMP Media, Computer Associates and Cheyenne Software. Mariann has a Bachelor of Arts in English Literature from the University of Virginia. She is also a member of Women in Security (WISE), National Association of Female Executives, CMO Council and is the Chairman and Founder of the Greater New York Marketing Executives Council.
