People, Process, & Technology in the Contact Center: Tips to Evolving the Fundamentals of Service

Date: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins , Chris Bauserman

Moderators: Erica Marois


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Watch this webinar to learn how contact center leaders can update their people, processes, and technologies to meet the demands of today's consumer.

Optimizing the contact center to deliver on the seamless experiences that customers expect is no easy task. It’s not about simply understanding what customers want. Organizations must evolve their approach to training and hiring staff, leverage data more effectively to adapt their systems and processes, and advance their technology to properly meet the modern needs of their business. In many cases, this requires a fresh perspective on the foundational building blocks of the contact center.

As overwhelming as that may sound, there are some key steps to ensure the successful evolution of the contact center. In this webinar, ICMI’s Justin Robbins and NICE’s Chris Bauserman will provide simple guidance on how contact center leaders can refresh their people, processes, and technologies in meaningful ways to meet the demands of today’s consumer.

Attend this webinar to learn:

  • Hiring and training tips for the new generation of contact center agent
  • A framework for evaluating and improving process efficiency
  • How to evaluate the best technology solution for your contact center’s needs
  • The latest research on how contact centers are evolving to deliver better customer experiences


Join us for this interactive and informative hour—complete with research, best practices, 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

Chris Bauserman

Chris Bauserman

Vice President, Product Marketing, inContact

Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for inContact, a NICE company and the leader in cloud contact center software. Prior to inContact, Chris led marketing and GTM strategy for ecommerce and digital marketing solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and a B2B cloud startup, launching simplified service desk and security products to improve the employee experience.

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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