Dos and Don’ts of Adding New Channels to Your Contact Center
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Dos and Don’ts of Adding New Channels to Your Contact Center

Date: Available On-Demand

Time: Watch It Now

Speakers: Justin Robbins, Mayur Anadkat

Moderators: Erica Marois


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Realistic and sustainable strategies, technologies and methodologies for adding new service channels and delivering on an omnichannel service experience that delivers maximum value to the organization and consumers alike.

As contact centers enter an era of service that extends well beyond phone support, few are certain on what that next best channel should and needs to be.  Technology is evolving rapidly and there is a potpourri assortment of channels from which to choose.   It’s clear that organizations need to effectively deliver service across a multitude of channels, but how does an organization ensure that they successfully deploy service in a new channel? In addition, it’s clear that consumers expect a seamless experience across all channels of service.

Unfortunately, this is where all too many organizations fall short on service.  Customers increasingly complain about the disconnect service (channel) experience when interacting with companies.  This isn’t sustainable, as organizations have the opportunity to more effectively plan and execute on their omnichannel service experience.

In this webinar, ICMI and Five9 will share the strategies, technologies, and methodologies for adding new service channels and delivering on an omnichannel service experience that is realistic, sustainable, and delivers maximum value to organizations and consumers alike.

Attend this webinar to learn:

  • How to determine which channels make the most sense to implement
  • Best practices for launching a new channel of service
  • The value of extending your service offerings to digital channels
  • 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

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

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 Marois

Community Specialist, ICMI

Erica Marois is the Content Manager 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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