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Channel Proliferation Creates Challenges -- and Opportunities -- for Evolving Contact Centers

Channel Proliferation Creates Challenges -- and Opportunities -- for Evolving Contact Centers

Air Date: November 17, 2021
Time: 1:45 pm ET

David Myron

Moderators: Tim McElgunn

Watch the webinar video below.

Customer service and satisfaction is central to designing and successfully executing every organization’s strategic roadmap. As customer preferences evolve and expand to include video, chat, text and social media, your workforce, operational, and technology strategies must also adapt and evolve. Join David Myron, Principal Analyst, Contact Center Technologies at Omdia, for a fast-paced and deeply informative look at how the proliferation of channels is revealing strategic challenges and creating opportunities. Learn how to adapt and expand contact center capabilities with the right strategies and investments to successfully meet customer needs wherever their journey starts via the channel of their choice.

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Headshot for David Myron
David Myron
Principal Analyst, Contact Center Technologies, Omdia

As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.

David started covering the contact center industry in 2001 as the customer service and support editor at CRM Magazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and was the founding editor of SmartCustomerService.com. David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.

Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Strategy, Director, Contact Channels