Leveraging Outbound in Contact Centers | ICMI
Empowering contact center excellence for 30 years!

Don’t Hang Up on Me! Leveraging Outbound to Improve Agent Efficiency & Increase Customer Loyalty

Date Aired: September 11, 2014

Presenters: Robert Archambault, Jennifer Waite, Erica Strother Marois


Watch the webinar video below.

Learn how new call center technology can make the outbound experience more seamless—and personal—than ever.

Outbound dialers have a reputation for causing headaches for customers and agents.  Picking up the phone and hearing silence can be awkward. And that awkward silence often leads to hang ups and annoyed customers. Both can be frustrating for the agent and costly for the business.

What if there were ways to make that experience better?

There are!

Join our ICMI community expert and inContact practitioner Jennifer Waite as they demonstrate how new call center technology can make the outbound experience more seamless—and personal—than ever. They’ll also offer tips and best practices for optimized outbound support. 

During this webinar you will learn:

  • How to improve the customer experience and increase customer loyalty
  • How predictive outbound dialers can increase agent efficiency
  • Tips for creating effective outbound agent scripts
  • What’s next for outbound predictive dialing technology

Join us for this interactive and informative hour—complete with audience polls and live Q&A.  Learn how you can leverage predictive outbound dialing to improve operations in your contact center.


Robert Archambault

Primary Consultant, Archnau Communications and Consulting

Rob Archambault is a contact center professional with 19 years of experience in a wide range of roles and contact centers. He specializes in quality management, workforce optimization and dialer operations. Rob has been with NICE Systems, INC. as a Business Consultant for the last year and a half developing new offerings and conducting advisory consulting engagements for NICE’s broad range of customers. Most recently, NICE has asked Rob to develop new consulting offerings meant to guide clients on industry best practices. Prior to joining NICE Rob operated his own contact center consulting company under the Archnau Communications and Consulting banner. He also was a member of HP’s World Wide Financial Industry Services global team working with international companies in Western Europe, the Americas and Australia to deliver consulting and business process outsourcing services. This is Rob’s second time serving as a judge for ICMI’s Global Contact Center Awards.

Jennifer Waite

Product Marketing Manager, inContact

In her role as Product Marketing Manager for inContact, Jennifer Waite is responsible for the development and marketing of inContact’s cloud-based contact center solutions.  Prior to joining inContact, Jen held the position of Vice President of Product Support and Design Services at TPG TeleManagement, Inc., a leading marketing firm supporting call center programs for Fortune 500 companies.  While at TPG TeleManagement, Jen led the creative design for all client monitoring forms, custom reporting and the team of support specialists for all online technology.

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!

ICMI/UBM Privacy Statement

Topics: Customer Experience, Site Operations, Technology


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
More Polls