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About The Author

Erica Marois

Head of Content and Community, Service & Experience Portfolio, Informa

As Head of Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She is a connector of people 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: erica[email protected]

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