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: October 20, 2016

Time: 1 PM Eastern Time

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.


Justin Robbins

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: | |

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.

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 more than six 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: Multichannel Contact Center

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