Overcoming Technology Challenges: Solutions for Any Size Contact Center

Date Aired: September 5, 2013
Time: 1pm ET
Presenters: Todd Hixson , Lindsey Weems , Loyd Olson , Erica Marois

Watch the webinar video below.

While the core fundamentals of contact center management have remained fairly consistent, the technology that we use, and the way we use that technology to meet the evolving needs of today’s connected customers has changed significantly.

The right tools and technology can simplify processes, increase agent and customer satisfaction, and improve overall operations. But with shrinking budgets, growing needs, and technology evolving so rapidly, how do you keep up? Selecting the right tools, getting executive buy-in, and then carrying out new processes can be a challenge.

Can you relate?

Whether your contact center is large or small, implementing new technology is never an easy task. Though the challenges may vary from center to center, they always exist. What are the biggest technological challenges facing contact centers today, and how can your contact center overcome these challenges? We’ll explore the pain points and discuss the solutions.

Hear from two ICMI community leaders, Lindsey Weems, a small contact center expert, and Todd Hixson, a seasoned veteran with larger customer service centers, as they explore the technology obstacles that today’s contact centers face.

During this webinar you will learn:

  1. The top 3 challenges contact centers must overcome when implementing new technology.

  2. Solutions for overcoming technology challenges in the contact center.

  3. New tools and technologies that contact centers of all sizes and industries can implement to improve efficiency and performance

We’ll also hear from USAN COO, Loyd Olson who will share information about their exciting new product, USAN Voice Suite, an all-in-one contact center solution in the cloud that provides call centers of any size with a modular and expandable set of communications and engagement capabilities that can be quickly deployed and scaled from smaller operations to highly customized enterprise implementations.

Todd Hixson
Capacity Planning Manager, Hulu

Todd has been in contact center operations/management for around 20 years, working for Travelocity, Cabelas and Intuit prior to joining Hulu. He has been an out-sourcer, and in-sourcer and an us-sourcer with a belief in efficiency realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees.

His current projects include capacity planning that relentlessly pursues better ways while ensuring his team “embraces fun.” In all of this, the focus is on the fact that it starts with the customer!

He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. Todd has served on ICMI's advisory board, consulted in industry standard certification with CIAC and was the recipient of ICMI’s distinguished Life-time Achievement Award in 2018.

Lindsey Weems
Contact Center Manager, Pepsi Bottling Ventures

Lindsey Weems is the contact center manager for Pepsi Bottling Ventures in North Carolina. She is an experienced multi-channel sales contact center manager who has managed sales operations spanning from investment products to consumer staples. With more than fifteen years of experience in the contact center industry, Lindsey got her start working for Fidelty Investments in Texas.

Loyd Olson
Chief Operating Officer, USAN

Loyd Olson is a 25-year veteran of sales, marketing and operations management for Fortune 500 and mid-tier software companies.  Loyd is responsible for delivering competitive, technically superior products and services to our customers. He also ensures that day to day operations are aligned with corporate objectives.  Before USAN, Loyd spent 10 years with Interactive Softworks as an equity partner and chief operating officer.

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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