Date: Thursday, June 28
Time: 10 AM Pacific time / 1 PM Eastern time
Duration: 60 minutes
As contact centers look toward new ways to deliver on the brand promise, where will they focus their time, attention and money? ICMI surveyed more than 500 contact center leaders to find out where customer service is going.
Join us to learn...
- Where managers, directors and executives see thier contact centers in the next 5 years
- The tools, technologies and strategies that will put them where they want to be
- How centers secure funding to get there
Alex Dering brings two decades of experience in research, editing, and writing to the field of call center management and its many challenges. Alex currently provides editorial consultation for a variety of corporate and non-professional writers.
Strategic Training Director, ICMI
Linda Riggs is the Strategic Training Director for ICMI. She has over 25 years of experience in contact center management, training, development and instructional design. Her focus is on Learning and Development in the contact center environment, ICMI content, industry certification and international partnership programs.
Linda began her career as a call center agent and worked her way up to a Director level for a 2000 seat call center in the financial services industry. She later moved into Contact Center Learning and Development, and has since worked in call centers within the vertical industries of technical support, government, banking, insurance, finance and healthcare.
When delivering training, she has an uncanny ability to reach audiences of all levels of learning, regardless of their experience or position within the contact center, Linda’s energy and enthusiasm endears her to her students and promotes an environment conducive to learning and retention.
Linda holds a bachelor's degree and is a U.S. Navy veteran. She is a member of the American Society for Training and Development, and is a certified DISC behavioral styles trainer. She has written several articles for industry publications and is a frequent speaker at industry conferences.
Chief Marketing Officer, inContact
Mariann McDonagh is the Chief Marketing Officer at inContact where Mariann has spent the past several years working to evangelize the power of the cloud. Prior to joining InContact, Mariann spent seven years with Verint Systems, where she led growth strategy for the company. Mariann is a member of the National Association of Female Executives, The CMO Council and she’s also the Chair and Founder of the Greater New York Marketing Executives Council.