ICMI Webinar: 5 Steps to Modernize Your Contact Center
Empowering contact center excellence for 30 years!

5 Steps to Modernize Your Contact Center

Date Aired: Oct 9, 2014

Presenters: Sheila McGee-Smith, Kay Phelps, Erica Strother Marois


Watch the webinar video below.

Join us as we reveal the 5 steps to modernize your contact center and have confidence in your center’s ability to meet both customer AND business expectations.

Featuring Principal Analyst Sheila McGee-Smith

You’re caught in the cross hairs. Your CEO is talking non-stop about the importance of customer retention and acquisition, and of containing costs while growing the business. At the same time, consumer expectations are rising at exponential rates – customers expect immediate access to an expert who knows all about them and can immediately satisfy their needs. Is your contact center poised to meet these diverse expectations? Or are antiquated solutions making you feel vulnerable?

This webinar will outline 5 steps you can take to modernize your contact center and have confidence in your center’s ability to meet today’s demands and tomorrow’s challenges. ICMI community expert Sheila McGee-Smith and Genesys practitioner Kay Phelps will share the keys to meeting both customer and business expectations.

During this webinar you will learn:

  • Trends that are driving a change in the way you do business
  • 5 steps to modernize your contact center and meet these challenges
  • How to get buy-in within your company

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.


Sheila McGee-Smith

Founder & Principal Analyst, McGee-Smith Analytics

Sheila is a recognized communications industry analyst and strategic consultant focused on helping enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Kay Phelps

Senior Product Marketing Manager, Genesys

Kay Phelps is Senior Product Marketing Manager at Genesys. Kay has more than 15 years of experience in contact centers, ranging from systems engineering and product definition to product management and product marketing. Her areas of expertise include contact center routing, reporting and analytics as well as the agent desktop and work-at-home agents.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!

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Topics: Chat, Customer Experience, Multichannel Contact Center, Social Media


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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