5 Steps to Modernize Your Contact Center

Date Aired: Oct 9, 2014
Time: 1 PM Eastern Time
Presenters: Sheila McGee-Smith , Kay Phelps , Erica Marois

Watch the webinar video below.

Join us as we reveal the 5 steps to modernize your contact center and have confidence in your center’s ability to meet both customer AND business expectations.

Featuring Principal Analyst Sheila McGee-Smith

You’re caught in the cross hairs. Your CEO is talking non-stop about the importance of customer retention and acquisition, and of containing costs while growing the business. At the same time, consumer expectations are rising at exponential rates – customers expect immediate access to an expert who knows all about them and can immediately satisfy their needs. Is your contact center poised to meet these diverse expectations? Or are antiquated solutions making you feel vulnerable?

This webinar will outline 5 steps you can take to modernize your contact center and have confidence in your center’s ability to meet today’s demands and tomorrow’s challenges. ICMI community expert Sheila McGee-Smith and Genesys practitioner Kay Phelps will share the keys to meeting both customer and business expectations.

During this webinar you will learn:

  • Trends that are driving a change in the way you do business
  • 5 steps to modernize your contact center and meet these challenges
  • How to get buy-in within your company

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

Sheila McGee-Smith
Founder & Principal Analyst, McGee-Smith Analytics

Sheila is a recognized communications industry analyst and strategic consultant focused on helping enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Kay Phelps
Senior Manager, Product Marketing, 8x8

Kay Phelps is a senior manager of product marketing at 8x8 and a contact center professional with extensive expertise in the industry, spanning systems engineering and defining requirements for new products and new releases, as well as product management and product marketing. Kay is a frequent speaker at conferences and on webinars, has authored numerous industry articles, and has blogged extensively on all things contact center. When she’s not working, you can find her hiking, skiing, dancing, reading, or traveling.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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