Create Better Customer Experiences: Why the Modern Contact Center Must Go Omnichannel

Date Aired: September 10, 2015
Time: 1 PM Eastern Time
Panelists: Anne Palmerine , Sheila McGee-Smith , Chris Horne , Justin Robbins
Moderators: Erica Marois

Watch the webinar video below.

A Panel Discussion featuring Anne Palmerine from UPMC Health Plan, Analyst Sheila McGee-Smith and Chris Horne from Genesys

Providing efficient service is just scratching the surface of the modern contact center’s potential. The keys to increasing revenue, driving brand loyalty, and improving customer satisfaction are all within the millions of bits of data that pass through the contact center by way of phone calls, text messages, social posts, videos and more.

Is your organization driving an omnichannel customer experience across all channels and contact types? If not, then this panel discussion will provide you with the tools, insights, and proven techniques on how to leverage the contact center as the best platform for delivering omnichannel customer experiences.

During this panel discussion you will learn:

  1. The foundational requirements of providing an omnichannel customer experience
  2. Key factors that prevent organizations from providing omnichannel customer service
  3. Checklist of five criteria to look for in a customer experience platform
  4. How improving the customer experience leads to increased customer satisfaction and revenue

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

Anne Palmerine
Anne Palmerine
Associate Vice President, Customer Engagement & Enrollment Services, UPMC Health Plan

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan. Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail. Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats). Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.
She has a bachelor's degree from West Virginia University and an MBA from the University of Pittsburgh. ,/p>

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.

Chris Horne
Sr. Manager of Product Marketing, Genesys

Chris Horne has been in the software industry for more than 20 years, building and marketing products for business process automation, cloud management and enterprise customer engagement. Serving in various roles within startup ventures as well as large enterprises, Chris has led product management, marketing and software development teams to define and deliver innovative customer solutions. At Genesys, Chris serves as Sr. Manager of Product Marketing, focusing on routing, orchestration, journey management and analytics.

Justin Robbins
Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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