ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


5 Steps to Modernize Your Contact Center

5 Steps to Modernize Your Contact Center

Air Date: Oct 9, 2014
Time: 1 PM Eastern Time

Sheila McGee-Smith , Kay Phelps , Erica Marois


Watch the webinar video below.

Join us as we reveal the 5 steps to modernize your contact center and have confidence in your center’s ability to meet both customer AND business expectations.

Featuring Principal Analyst Sheila McGee-Smith

You’re caught in the cross hairs. Your CEO is talking non-stop about the importance of customer retention and acquisition, and of containing costs while growing the business. At the same time, consumer expectations are rising at exponential rates – customers expect immediate access to an expert who knows all about them and can immediately satisfy their needs. Is your contact center poised to meet these diverse expectations? Or are antiquated solutions making you feel vulnerable?

This webinar will outline 5 steps you can take to modernize your contact center and have confidence in your center’s ability to meet today’s demands and tomorrow’s challenges. ICMI community expert Sheila McGee-Smith and Genesys practitioner Kay Phelps will share the keys to meeting both customer and business expectations.

During this webinar you will learn:

  • Trends that are driving a change in the way you do business
  • 5 steps to modernize your contact center and meet these challenges
  • How to get buy-in within your company

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

Sheila McGee-Smith
Founder & Principal Analyst, McGee-Smith Analytics

Sheila is a recognized communications industry analyst and strategic consultant focused on helping enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Kay Phelps
Director, Product Marketing, Edify

Kay Phelps is Director of Product Marketing at Edify. As a 20+ year veteran in Contact Centers, Kay’s experience spans product development, systems engineering, product management and product marketing. As a frequent blogger, author, and presenter, Kay uses her expertise in all facets of product development and marketing to help companies deliver excellence in customer experiences. When not in the office, you can find Kay hiking or skiing a mountain, dancing, reading, or traveling.

Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8

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.

ICMI/UBM Privacy Statement

Topics: Best Practices, Director, CSAT