Create Better Customer Experiences: Why the Modern Contact Center Must Go Omnichannel
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Create Better Customer Experiences: Why the Modern Contact Center Must Go Omnichannel

Date Aired: September 10, 2015

Panelists: Anne Palmerine, Sheila McGee-Smith, Chris Horne, Justin Robbins

Moderators: Erica Strother Marois


Watch the webinar video below.

A Panel Discussion featuring Anne Palmerine from UPMC Health Plan, Analyst Sheila McGee-Smith and Chris Horne from Genesys

Providing efficient service is just scratching the surface of the modern contact center’s potential. The keys to increasing revenue, driving brand loyalty, and improving customer satisfaction are all within the millions of bits of data that pass through the contact center by way of phone calls, text messages, social posts, videos and more.

Is your organization driving an omnichannel customer experience across all channels and contact types? If not, then this panel discussion will provide you with the tools, insights, and proven techniques on how to leverage the contact center as the best platform for delivering omnichannel customer experiences.

During this panel discussion you will learn:

  1. The foundational requirements of providing an omnichannel customer experience
  2. Key factors that prevent organizations from providing omnichannel customer service
  3. Checklist of five criteria to look for in a customer experience platform
  4. How improving the customer experience leads to increased customer satisfaction and revenue

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

Anne Palmerine

Anne Palmerine

Associate Vice President, Customer Engagement & Enrollment Services, UPMC Health Plan

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan.  Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail.  Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats).   Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.  

She has a bachelor’s degree from West Virginia University and an MBA from the University of Pittsburgh.

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.

Chris Horne

Sr. Manager of Product Marketing, Genesys

Chris Horne has been in the software industry for more than 20 years, building and marketing products for business process automation, cloud management and enterprise customer engagement. Serving in various roles within startup ventures as well as large enterprises, Chris has led product management, marketing and software development teams to define and deliver innovative customer solutions. At Genesys, Chris serves as Sr. Manager of Product Marketing, focusing on routing, orchestration, journey management and analytics.

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: | |

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: Customer Experience, Multichannel Contact Center


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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