Channel Failure: How to Avoid the Hidden Dangers of Omnichannel
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Channel Failure: How to Avoid the Hidden Dangers of Omnichannel

Date: Available On-Demand

Time: Watch It Now

Speakers: Justin Robbins, Mayur Anadkat


Moderators: Erica Strother Marois

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Learn how to get your omnichannel service delivery strategy off the ground successfully with a realistic, sustainable approach.


Many contact center leaders know that they’re entering a post-voice era, but few are certain on what that next best channel should and needs to be.  With the rapid advancements in technology and channel options, it’s not surprising that most spiral into a panic with one mention of the word “omnichannel”, as they struggle to determine how to effectively define and deliver on whatever omnichannel means to them.  

Unfortunately, they all too often fall into one of the two hidden dangers of omnichannel that is undesirable for both the organization and the consumer:

  1. They choose to not implement any new channels
  2. They try to implement every new channel

Panic, no more!  In this webinar, ICMI and Five9 will reveal a third, ideal approach for beginning an omnichannel service delivery strategy that is realistic, sustainable, and delivers maximum value to organizations and consumers alike.

Attend this webinar to learn:

  • The hidden dangers of buying into the omnichannel hype
  • The value of extending your service offerings to digital channels
  • How to determine which channels make the most sense to implement
  • A step by step framework for starting the process of a new channel implementation

Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.

Speakers

Justin Robbins

Content Director, HDI & ICMI

Justin Robbins is the Content Director at HDI & ICMI. He’s a customer service expert who’s coached thousands of individuals around the globe on contact center best practices. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News, Fox News and numerous other media outlets.

Mayur Anadkat

Vice President of Product Marketing, Five9

Mayur Anadkat is the vice president of product marketing at Five9 where his responsibilities include driving ongoing market assessment, positioning the solution, and creating business development initiatives in the contact center market. He has more than 15 years of experience in the contact center industry working in a variety of strategic marketing roles. Prior to Five9, Mayur worked at Genesys, Avaya, and Hyperion, in various product and solutions marketing roles. Mayur specializes in technology marketing, brand and product messaging, and competitive analysis for the enterprise software industry.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


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Topics: Multichannel Contact Center

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