Proactive Engagement in the Multichannel World

Date: Wednesday, July 24, 2013

Speakers: Sarah Stealey Reed, Jack Stephens


Watch or download the Educast below.

This educast reviews that research, as well as provides some outbound best practices, and technology solution ideas.

In the 2nd quarter of 2013, ICMI and USAN sought to better understand how the contact center was leveraging the emerging channels to create extreme engagement with their customers.  Input was provided by 361 contact center professionals, and one of the insights was around the usage of outbound notifications to increase customer engagement.


Additional Resources

Research ReportExtreme Engagement in the Multichannel Contact Center

Whitepaper - Best Practices for Optimizing Multichannel Support

Infographic - Customer vs. Agent Preferences

Click here to download the educast to your computer. (Right click and save the file to your desktop)


Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


Jack Stephens

Senior Sales Executive, USAN

Jack Stephens is a senior sales executive at USAN with more than 15 years of strategic solutions sales. For the past decade Jack has focused mostly on the Healthcare industry, but his contact center-focused journey has included call center management, outsourcing services sales, technology sales and administration, and collections program management. Jack has developed a fascination with and a deep understanding of social media, mobile and other multi-channel customer engagement strategies and techniques for companies in healthcare, financial services, utilities and BPOs.

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