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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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Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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