People, Process, & Technology in the Contact Center: Tips to Evolving the Fundamentals of Service
Empowering contact center excellence for 30 years!

People, Process, & Technology in the Contact Center: Tips to Evolving the Fundamentals of Service

Date: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins, Chris Bauserman

Moderators: Erica Marois


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Watch this webinar to learn how contact center leaders can update their people, processes, and technologies to meet the demands of today's consumer.

Optimizing the contact center to deliver on the seamless experiences that customers expect is no easy task. It’s not about simply understanding what customers want. Organizations must evolve their approach to training and hiring staff, leverage data more effectively to adapt their systems and processes, and advance their technology to properly meet the modern needs of their business. In many cases, this requires a fresh perspective on the foundational building blocks of the contact center.

As overwhelming as that may sound, there are some key steps to ensure the successful evolution of the contact center. In this webinar, ICMI’s Justin Robbins and NICE’s Chris Bauserman will provide simple guidance on how contact center leaders can refresh their people, processes, and technologies in meaningful ways to meet the demands of today’s consumer.

Attend this webinar to learn:

  • Hiring and training tips for the new generation of contact center agent
  • A framework for evaluating and improving process efficiency
  • How to evaluate the best technology solution for your contact center’s needs
  • The latest research on how contact centers are evolving to deliver better customer experiences


Join us for this interactive and informative hour—complete with research, best practices, 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.

Chris Bauserman

Chris Bauserman

Vice President, Product Marketing, inContact

Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for inContact, a NICE company and the leader in cloud contact center software. Prior to inContact, Chris led marketing and GTM strategy for ecommerce and digital marketing solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and a B2B cloud startup, launching simplified service desk and security products to improve the employee experience.

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: Technology, Site Operations