How well are contact centers balancing operating efficiency with meeting customer experience goals? Find out as ICMI shares the key findings of it's research initiative Balancing Contact Center Efficiency with the Customer Experience.
You'll take away from this lively discussion…
- Ways to determine how well your contact center is managing this balancing act.
- Real challenges call centers face every day in managing operations and the customer experience - and the solutions they are using to do it.
Attendees for the live webinar can save 50% on the purchase the research report (to be released in conjunction with the webinar).
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.
Senior Manager, Contact Center Marketing, Avaya
Marshall is a leader in Avaya’s Contact Center Marketing organization. He has worked in various roles at Lucent/Avaya for 14 years including corporate strategy, services strategic offer development, and product marketing.
Previously involved with launching new solutions, including Avaya one-X Quick Edition and Communications Enabled Business Processes (CEBP), Marshall has most recently been focused on Avaya Contact Center Strategic Marketing including Nortel Integration Roadmap and Avaya Aura Contact Center launch. He is currently responsible for Customer Marketing Programs focusing on developing customer success stories.
Prior to joining Avaya, Marshall worked for Blue Cross & Blue Shield of Massachusetts and Raytheon Company in competitive and strategic planning roles.
Marshall holds an MBA from Babson College and a Bachelor of Science in Mechanical Engineering from Tulane University. He has served on the Acton Boxborough United Way Board of Directors.
Marshall lives in Acton, MA with his wife, teenage daughter and son, and new puppy.
Community Services Associate, ICMI
A talented business and consumer writer and editor, Adam oversees ICMI's social media and community networking channels.