Empowering contact center excellence for 30 years!

Multichannel Challenges for the Enterprise Contact Center: Bigger Doesn’t Mean Easier

Date: Monday, October 14, 2013

Speakers: Madelyn Gengelbach, Sarah Stealey Reed


Watch or download the Educast below.

Learn the 3 biggest challenges facing the enterprise contact centers as well as solutions for those challenges.

ICMI and inContact sought to better understand how the contact center intended to use emerging channels to improve the overall customer service experience and increase customer engagement. In the third quarter of 2013, we surveyed 525 contact center professionals. In this research there was an emphasis on the activities and objectives around supporting customers in a multichannel environment, with an additional correlation of each emerging channel back to experience, efficiency and engagement.

In this short but powerful Educast, we look specifically at the challenges affecting the larger multichannel contact center, the enterprise.


Accompanying Research Report

Accompanying Complimentary Whitepaper


Click here to download the educast to your computer. (Right click and save the file to your desktop)


Madelyn Gengelbach

Vice President, Strategic Marketing, inContact

In her role as VP of Strategic Marketing at inContact, Madelyn is responsible for market intelligence, demand generation, channel development, product positioning and messaging. Prior to joining inContact, Madelyn worked for Fortune 50 firms to small startups, including Sprint, Hallmark Cards, and H&R Block. During that time she’s worked in Marketing, Product, Sales, and Operations. Madelyn has worked in and managed teams in blended call centers at Hallmark and Sprint.

Sarah Stealey Reed

Sr. Manager, Workplace Services Call Center, Deloitte Services LP

Sarah Stealey Reed is Senior Manager for the Workplace Services CallCenter at Deloitte and is a member of the ICMI Advisory Board. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

Formerly, as the Content Director for ICMI, Sarah was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


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Topics: Learning & Development, Site Operations, Customer Experience, People Management, Metrics


If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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