How to Improve the Future Strategic Status of Your Contact Center
Empowering contact center excellence for 30 years!

How to Improve the Future Strategic Status of Your Contact Center

Date Aired: Available On-Demand

Time: Watch It Now

Presenters: Martin Hill-Wilson , Chuck Ingram


Moderators: Erica Marois

Sponsor:

Watch the webinar video below.

Use the customer data at your fingertips to boost the bottom line and turn the contact center into a profit center.

According to ICMI research, 62% of contact centers believe their organization considers them a cost center.

Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions.  But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. 

Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

In this webinar, you will learn:

  • How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
  • The link between driving strategic value and boosting employee engagement
  • How other contact centers are driving ROI for their business

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!



Presenters

Martin Hill-Wilson

Founder, Brainfood Consulting

Martin is a customer engagement and digital business strategist. He is also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of master classes that help brands evolve their social and digital capabilities. Current topics include omni-channel design, automation and self-service, customer experience management for contact centers, social customer service excellence. All targeted to deliver service innovation. Connect with him on Twitter: @martinhw

Chuck Ingram

Innovation Lead, Digital Sales and Service, Avanade

Chuck Ingram works as Innovation Lead for North America for the Digital Sales and Service practice at Avanade.

Chuck is hyper focused on innovating around digital disruption and the accompanying customer shifts. He works with his team on developing business models and solutions that deliver customer experiences and outcomes – – not just projects

He started working with Microsoft CRM in its very earliest days while working at Microsoft where he worked for 9 years.  He had a chance to work with many of the strategic projects as the new product developed into a true enterprise ready CRM solution.   He most recently led the CRM practice at another large Dynamics partner for 4 years where he helped drive innovative solutions that resulted in 4x growth while increasing quality and customer satisfaction.

Moderators
Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


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Topics: Metrics, Customer Experience, Strategy & Planning