Agent Productivity & Efficiency in the Multichannel Contact Center

Date Aired: August 29, 2013

Presenters: Sarah Stealey Reed, Madelyn Gengelbach, Erica Strother


Watch the webinar video below.

Contact centers have clearly heard the customer’s request for multichannel support! Social, mobile and other emerging channels are readily taking their place alongside chat, email and phone. And while this news is great for the customer, what is it doing to operational efficiency? How is it impacting competency and productivity of the agent? Are contact center operations taking a hit in order to please the customer?

ICMI and InContact don’t think this has to be the reality! Multichannel contact centers can actually be incredibly efficient, while also improving agent and customer engagement. Productive, efficient, and engaged? How does this happen?

Join us as we begin with the agent experience and work our way out to the customer and the contact center! ICMI and inContact will show you how contact centers are approaching technology, new channels, and analytics to meet the demands of both customers and employees. We’ll take a look at the linkages between engagement, experience and operational efficiency, and review findings from ICMI’s latest research, “The Agent Experience in the Multichannel World.”

During this webinar you will learn:

  1. The typical challenges that arise when multichannel options are added into the contact center

  2. The new demands placed on the agent and what the contact center can do to mitigate

  3. An understanding of the best technology investments and the right agent tools to satisfy the connected customer, the on-demand agent, and the always-strapped contact center

ICMI and InContact will show you how to set your contact center up for multichannel success! The operational effectiveness of the contact center does not need to be sacrificed in the process of adding new channels. It just takes a little understanding of how efficiency, productivity, and engagement are all tied together.

Sarah Stealey

Sarah Stealey Reed

Content Director, ICMI

Sarah Stealey Reed is the Content Director at the International Customer Management Institute (ICMI) 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.

As the Content Director for ICMI, Sarah is responsible for the editorial content and community strategy for 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



Madelyn Gengelbach

Marketing Intelligence, inContact

In her role as Director of Product Marketing at inContact, Madelyn is responsible for managing the product lifecycle that include product definition, go-to-market strategies, market research, 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.

Erica Strother headshot

Erica Strother

Community Specialist, ICMI

Erica Strother is the Community Specialist 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 helps to manage the editorial content and community assets and engagement for  She loves to write, is addicted to Twitter, and is passionate about the convergence of customer service and marketing.

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