ICMI Webinar - Big Data: Too Big? Too Much? What's REALLY Needed in the Contact Center?
Empowering contact center excellence for 30 years!

Big Data: Too Big? Too Much? What's REALLY Needed in the Contact Center?

Date Aired: November 14, 2013

Presenters: Sarah Stealey Reed, John Neely, Erica Strother Marois


Watch the webinar video below.

Join us as we show you how to use data to the best advantage of your agents and your customers.

Data hits the contact center from all sides. We’re inundated with metrics, reports, and unstructured contacts, on a constant basis. If used correctly, all this data can bring the contact center closer to the customer, identify areas that require improvement, and help improve overall efficiencies. 

But which data truly matters? How much does it matter? What data should you share with your agents AND your customers? And is there such a thing as TOO MUCH DATA?

Customers and agents alike are saying YES; we are in a data overload!

During this webinar we’ll look at which data points mean the most in the multichannel contact center and to the connected customer. We’ll review findings from ICMI’s latest research, “Actionable Data for Actionable Results: Using Big Data Inside the Contact Center,” and discuss which technology investments help the most in wrangling all these metrics.

You will learn: 

  1. How to use data to increase engagement and improve the customer service experience
  2. Which metrics are no longer necessary in the multichannel contact center and which ones should be reported up and out
  3. Where data is best used to solve customer problems faster and more efficiently and helps agents better assist customers

You’ll get an understanding of how to turn all this big data into ACTIONABLE data!


Sarah Stealey Reed

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

Sarah Stealey Reed is Director of Content Marketing at Zendesk. 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.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she 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


John Neely

Account Manager, WhitePages Pro

John has over 25 years’ experience partnering with customers and ensuring they get the most out of their products and services.  Additionally, he has managed both support and fulfillment call centers for customers like Cisco/Linksys, Netgear, Fingerhut and Target. As a founding employee of Internet pioneers PSINet and Verio and more recently at QL2, an industry leader in providing competitive data,John has managed all aspects of the customer experience.  As the owner of Operations Experts, he provided consulting service for Microsoft and Internet media companies.  John has a MBA and BSBA from West Virginia University.

Erica Strother headshot

Erica Strother Marois

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 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: Technology, Customer Experience, Strategy & Planning, Metrics, Workforce Management


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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