How to Successfully Implement a New Channel in Your Contact Center
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How to Successfully Implement a New Channel in Your Contact Center

Date Aired: March 24, 2016

Speakers: Cheryl Helm, Coty Smith

Moderators: Erica Strother Marois


Watch the webinar video below.

Gain insight on things to avoid, tips and tricks to utilize, and demonstrated best practices when implementing new channels within the contact center.

Implementing new channels, systems, or processes is one of the top challenges facing today’s contact center professionals.  From systems integration challenges to agents that adamantly resist change, the struggle to adapt a contact center’s infrastructure to the shifting customer landscape could not be more real.

ICMI’s research over the past several years has revealed substantial growth in the number of organizations adopting new channels and technologies, but more specifically, that have implemented live chat to effectively deliver seamless omnichannel customer experiences.  Through our research, we’ve gained deep insights on things to avoid, tips and tricks to utilize, and demonstrated best practices for how to successfully implement new channels within the contact center.
Attend this webinar to learn:

  • Tips to prevent the most common mistakes during a new channel/technology implementation.
  • Why chat is a fundamental channel for contact centers to most effectively provide omnichannel service.    
  • How to determine whether or not your channel and/or technology implementation was successful.
  • Best practices for delivering new channel and technology training to your staff.


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


Cheryl Helm

Consultancy Practice Owner, Helm Communications, Inc.

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked with and instructed clients all over Europe, Australia, Japan, the Caribbean, US and Canada. She brings a wealth of experience to her clients as a result of the broad range of businesses with which she worked - insurance, health care, airlines, hotels, automobile associations, software developers, helpdesks, manufacturers, telephony and mobility, utilities both gas and hydro (electric), along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl teamed up with ICMI in 1998 and has instructed courses, web seminars and engaged in consulting projects with ICMI ever since.

Cheryl’s specialty is with customer contact/call flow design ensuring the design meets the customer and business needs, along with the statistical requirements. Translating those requirements into workable solutions is her forte,and she has a proven ability to provide interpretation of statistics for clients from the ACD, work force management and IVR systems.

Coty Smith

Coty Smith

Sr. Solutions Consultant, BoldChat by LogMeIn

Coty Smith, Sr. Solutions Consultant, has worked very closely with the BoldChat product, working in roles that related to helping organizations find success through customer engagement strategies. Coty’s specializations include engagement optimization, customer experience strategy, and mobile device engagement. These areas of focus have helped etailers, network service providers, and financial organizations implement and enhance their approach to customer experience.

Prior to LogMeIn, Coty worked in a variety of roles at Bold Software, LLC with a focus on customer engagement and experience, which led to an acquisition by LogMeIn in 2012.

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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