Where Are You on the Path to Omnichannel? Learn How to Move Forward

Date Aired: February 20, 2019
Time: 2 pm ET
Presenters: Scott Sachs , Abby Monaco
Moderators: Erica Marois

Watch the webinar video below.

No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

During this webinar, you will learn:

  • How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
  • What's next for journey mapping and customer analytics
  • How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

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

Reserve your spot!

Scott Sachs
President, SJS Solutions, LLC

Scott Sachs is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC.  Scott consistently and successfully transforms and grows world-class customer service organizations.  He thrives on working with organizations that are at an inflection point in their customer service lifecycle by focusing on 3 key areas:

- Leveraging technology tools to drive efficient operations
- Motivating staff to personally connect with customers
- Establishing meaningful metrics to drive effective business results

Scott earned a Bachelor of Science degree in Operations Research with a minor in Economics from the State University of New York at Albany.  In addition, Scott has an MBA with a concentration in Finance and Marketing from the Graduate School of Business at Columbia University.

Scott participates in numerous competitive athletic activities including tennis, 5/10k road races, and paddle tennis.

Abby Monaco
Senior Product Marketing Manager, NICE Nexidia

As Senior Product Marketing Manager for NICE Nexidia, Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio, which delivers the full spectrum of business insights across entire organizations by utilizing its time-tested and proven program method for interaction analytics alongside journey analytics, IVR optimization, digital containment, and more.

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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Topics: Best Practices, Strategy, Maturity