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#CCExpo14 Thought Leadership Panel: The Multichannel Contact Center

By Erica Marois | Date Published: September 26, 2014 - Last Updated September 26, 2019 | Comments

What are the new demands that multichannel agents face today? How can the contact center help mitigate? And how can contact centers best guide customers to use the right channel for their service need?

In this thought leadership panel from Contact Center Expo and Conference, our expert panelists share their advice for best empowering agents and customers to provide and use multichannel support.

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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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