Rid Your Contact Center of Repeat Contacts
Empowering contact center excellence for 30 years!

Rid Your Contact Center of Repeat Contacts

Date: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins, Eric Hagen, Cristina Brendicke, Erica Strother Marois


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Discover opportunities for efficiency in your contact center.

Success in the contact center can be measured a number of ways, but none are as fundamental as efficiency and customer satisfaction.  Providing a great customer experience using as few resources as possible is an art; one that all organizations struggle to perfect. 

ICMI’s research indicates that the key causes of contact center inefficiency and customer dissatisfaction are antiquated systems, limited visibility into customer information, and decreased agent engagement as a result of these two deficiencies.  A majority of contact centers have unintentionally landed themselves in a repetitive cycle of inefficiency. As an example, ICMI’s research uncovered that 42% of contact centers don’t know the cause of repeat contacts.

What if you could be responsible for changing all of that?

Businesses today are more consumer driven than ever.  Customers expect the right information, in their channels of choice, and in the limited amount of time that they have available.  In order to provide this effectively, contact center leaders need to assess what kinds of contacts are taking the most time, identify what the inefficiencies are, and then implement a plan to simplify the experience. 

During this webinar you will learn:

  1. How to identify your most time-consuming contact drivers and processes
  2. Where the opportunities for efficiencies are in your contact center
  3. Ways to bridge the gap between assisted service and self-service


Justin Robbins

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

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

Eric Hagen

Eric Hagen

VP of Contact Center Operations, Support.com

Eric has been in the contact center industry for most of his career and joined Support.com in July 2013 as the Director of Planning and Analysis. He was promoted to Executive Director of Global Service Delivery Operations in May, 2014, and recently became Vice President of Contact Center Operations.

Eric is an expert on workforce management, focused on assuring that his team maintains a customer service attitude that will proactively identify new trends, create and implement improved solutions, and deliver bottom line results. He is a certified Six Sigma Black Belt, redefining and automating processes in an ongoing effort not only to improve service, but to reduce the cost of doing so.

Eric holds an MBA from North Dakota State University.

Cristina Brendicke

Cristina Brendicke

Director, Product Marketing, Support.com

Cristina joined Support.com in May of 2011 after several years in the marketing and advertising business. Following her implementation of a highly successful customer acquisition strategy for the company’s direct-to-consumer software offerings, she transitioned into product marketing, and now leads go-to-market efforts for Nexus®, an advanced, cloud-based support interaction optimization solution for contact centers. Cristina holds a BA in Communications from the University of Washington.

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: Customer Experience, Multichannel Contact Center, Self-Service, Technology