Rid Your Contact Center of Repeat Contacts
Empowering contact center excellence for 30 years!

Rid Your Contact Center of Repeat Contacts

Date: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins, Eric Hagen, Cristina Brendicke, Erica Marois


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Discover opportunities for efficiency in your contact center.

Success in the contact center can be measured a number of ways, but none are as fundamental as efficiency and customer satisfaction.  Providing a great customer experience using as few resources as possible is an art; one that all organizations struggle to perfect. 

ICMI’s research indicates that the key causes of contact center inefficiency and customer dissatisfaction are antiquated systems, limited visibility into customer information, and decreased agent engagement as a result of these two deficiencies.  A majority of contact centers have unintentionally landed themselves in a repetitive cycle of inefficiency. As an example, ICMI’s research uncovered that 42% of contact centers don’t know the cause of repeat contacts.

What if you could be responsible for changing all of that?

Businesses today are more consumer driven than ever.  Customers expect the right information, in their channels of choice, and in the limited amount of time that they have available.  In order to provide this effectively, contact center leaders need to assess what kinds of contacts are taking the most time, identify what the inefficiencies are, and then implement a plan to simplify the experience. 

During this webinar you will learn:

  1. How to identify your most time-consuming contact drivers and processes
  2. Where the opportunities for efficiencies are in your contact center
  3. Ways to bridge the gap between assisted service and self-service


Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Eric Hagen

Eric Hagen

VP of Contact Center Operations, Support.com

Eric has been in the contact center industry for most of his career and joined Support.com in July 2013 as the Director of Planning and Analysis. He was promoted to Executive Director of Global Service Delivery Operations in May, 2014, and recently became Vice President of Contact Center Operations.

Eric is an expert on workforce management, focused on assuring that his team maintains a customer service attitude that will proactively identify new trends, create and implement improved solutions, and deliver bottom line results. He is a certified Six Sigma Black Belt, redefining and automating processes in an ongoing effort not only to improve service, but to reduce the cost of doing so.

Eric holds an MBA from North Dakota State University.

Cristina Brendicke

Cristina Brendicke

Director, Product Marketing, Support.com

Cristina joined Support.com in May of 2011 after several years in the marketing and advertising business. Following her implementation of a highly successful customer acquisition strategy for the company’s direct-to-consumer software offerings, she transitioned into product marketing, and now leads go-to-market efforts for Nexus®, an advanced, cloud-based support interaction optimization solution for contact centers. Cristina holds a BA in Communications from the University of Washington.

Erica Strother headshot

Erica Marois

Community Specialist, 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: Customer Experience, Multichannel Contact Center, Self-Service, Technology