Dos and Don’ts of Adding New Channels to Your Contact Center

Date: Available On-Demand

Time: Watch It Now

Speakers: Justin Robbins , Mayur Anadkat

Moderators: Erica Marois


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Realistic and sustainable strategies, technologies and methodologies for adding new service channels and delivering on an omnichannel service experience that delivers maximum value to the organization and consumers alike.

As contact centers enter an era of service that extends well beyond phone support, few are certain on what that next best channel should and needs to be.  Technology is evolving rapidly and there is a potpourri assortment of channels from which to choose.   It’s clear that organizations need to effectively deliver service across a multitude of channels, but how does an organization ensure that they successfully deploy service in a new channel? In addition, it’s clear that consumers expect a seamless experience across all channels of service.

Unfortunately, this is where all too many organizations fall short on service.  Customers increasingly complain about the disconnect service (channel) experience when interacting with companies.  This isn’t sustainable, as organizations have the opportunity to more effectively plan and execute on their omnichannel service experience.

In this webinar, ICMI and Five9 will share the strategies, technologies, and methodologies for adding new service channels and delivering on an omnichannel service experience that is realistic, sustainable, and delivers maximum value to organizations and consumers alike.

Attend this webinar to learn:

  • How to determine which channels make the most sense to implement
  • Best practices for launching a new channel of service
  • The value of extending your service offerings to digital channels
  • A step by step framework for starting the process of a new channel implementation


Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.


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

Mayur Anadkat

Vice President of Product Marketing, Five9

Mayur Anadkat is the vice president of product marketing at Five9 where his responsibilities include driving ongoing market assessment, positioning the solution, and creating business development initiatives in the contact center market. He has more than 15 years of experience in the contact center industry working in a variety of strategic marketing roles. Prior to Five9, Mayur worked at Genesys, Avaya, and Hyperion, in various product and solutions marketing roles. Mayur specializes in technology marketing, brand and product messaging, and competitive analysis for the enterprise software industry.

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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