How to Deliver Great Customer Service During Peak Season
Empowering contact center excellence for 30 years!

How to Deliver Great Customer Service During Peak Season

Date Aired: November 12, 2015

Presenters: Justin Robbins, Ross Haskell


Moderators: Erica Strother Marois

Sponsor:

Watch the webinar video below.

Learn what you need to meet your customer's expectations during Peak Season.

Engaging customers and providing great experiences during your peak season -- whether that’s back to school, the holidays or tax time, etc --  only happens when you truly understand what your customers expect from their service interactions. The latest research from ICMI reveals new consumer insights across communications preferences, expectations of service and levels of engagement that will impact how your contact center prepares for and engages during your busiest time of year.

During this webinar ICMI and BoldChat by LogMeIn will share:

  • The keys to meeting  customers’ expectations during peak season
  • How to use a multi-channel strategy to handle high contact volumes
  • How you can provide effective real-time engagement with live chat

Join us for this interactive and informative hour filled with best practices, case studies, and live Q&A. Don’t miss this opportunity to get you ready to deliver great service for your busy season. 



Presenters

Justin Robbins

Group Community Director, HDI and 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.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

Ross Haskell

Senior Director of Products, BoldChat , LogMeIn

Ross Haskell leads the BoldChat product strategy at LogMeIn, liaising with customers and development in order to push customer care agents towards a future of enterprise-class features, mobile dominance, and unparalleled efficiency.   Before BoldChat, Ross held senior-level manager positions at Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). Ross frequently shares his insights at industry events including HDI, the ECMTA Summit, the Retail Marketing Conference, and the Internet Retailer Conference and Exhibition.

Moderators
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

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