The Future of Customer Service

Date: Thursday, July 12, 2012

Speakers: Alex Dering, Mariann McDonagh


Watch or download the Educast below.

This Educast covers the result of ICMI research that focused on contact center trends and investment strategies, including the key issues that contact center currently face and how this affects contact center goals in the next five years.

Additional Resources

Research Report - Call Center Short and Long-Term Goals and Investment Trends

Whitepaper - Leveraging Complexity: Trends and Strategies for Future Success in the Contact Center


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


Alex Dering

Industry Analyst,

Alex Dering brings two decades of experience in research, editing, and writing to the field of call center management and its many challenges. Alex currently provides editorial consultation for a variety of corporate and non-professional writers.

Mariann McDonagh

Chief Marketing Officer, inContact

Mariann McDonagh is Chief Marketing Officer for inContact (

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