How to Improve the Future Strategic Status of Your Contact Center

Date Aired: May 16, 2018
Time: 2:00 PM Eastern Time
Presenters: Martin Hill-Wilson , Chuck Ingram
Moderators: Erica Marois

Watch the webinar video below.

Use the customer data at your fingertips to boost the bottom line and turn the contact center into a profit center.

According to ICMI research, 62% of contact centers believe their organization considers them a cost center.

Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions.  But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. 

Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

In this webinar, you will learn:

  • How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
  • The link between driving strategic value and boosting employee engagement
  • How other contact centers are driving ROI for their business

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!

Martin Hill-Wilson
Founder, Brainfood Consulting

Martin is a customer engagement and digital business strategist. He is also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of master classes that help brands evolve their social and digital capabilities. Current topics include omni-channel design, automation and self-service, customer experience management for contact centers, social customer service excellence. All targeted to deliver service innovation. Connect with him on Twitter: @martinhw

Chuck Ingram
Innovation Lead, Digital Sales and Service, Avanade

Chuck Ingram works as Innovation Lead for North America for the Digital Sales and Service practice at Avanade.

Chuck is hyper focused on innovating around digital disruption and the accompanying customer shifts. He works with his team on developing business models and solutions that deliver customer experiences and outcomes – – not just projects

He started working with Microsoft CRM in its very earliest days while working at Microsoft where he worked for 9 years.  He had a chance to work with many of the strategic projects as the new product developed into a true enterprise ready CRM solution.   He most recently led the CRM practice at another large Dynamics partner for 4 years where he helped drive innovative solutions that resulted in 4x growth while increasing quality and customer satisfaction.

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.

ICMI/UBM Privacy Statement