Rid Your Contact Center of Repeat Contacts

Date: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins , Eric Hagen , Cristina Brendicke , Erica Marois

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Discover opportunities for efficiency in your contact center.

Success in the contact center can be measured a number of ways, but none are as fundamental as efficiency and customer satisfaction.  Providing a great customer experience using as few resources as possible is an art; one that all organizations struggle to perfect. 

ICMI’s research indicates that the key causes of contact center inefficiency and customer dissatisfaction are antiquated systems, limited visibility into customer information, and decreased agent engagement as a result of these two deficiencies.  A majority of contact centers have unintentionally landed themselves in a repetitive cycle of inefficiency. As an example, ICMI’s research uncovered that 42% of contact centers don’t know the cause of repeat contacts.

What if you could be responsible for changing all of that?

Businesses today are more consumer driven than ever.  Customers expect the right information, in their channels of choice, and in the limited amount of time that they have available.  In order to provide this effectively, contact center leaders need to assess what kinds of contacts are taking the most time, identify what the inefficiencies are, and then implement a plan to simplify the experience. 

During this webinar you will learn:

  1. How to identify your most time-consuming contact drivers and processes
  2. Where the opportunities for efficiencies are in your contact center
  3. Ways to bridge the gap between assisted service and self-service


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

Eric Hagen

Eric Hagen

VP of Contact Center Operations,

Eric has been in the contact center industry for most of his career and joined in July 2013 as the Director of Planning and Analysis. He was promoted to Executive Director of Global Service Delivery Operations in May, 2014, and recently became Vice President of Contact Center Operations.

Eric is an expert on workforce management, focused on assuring that his team maintains a customer service attitude that will proactively identify new trends, create and implement improved solutions, and deliver bottom line results. He is a certified Six Sigma Black Belt, redefining and automating processes in an ongoing effort not only to improve service, but to reduce the cost of doing so.

Eric holds an MBA from North Dakota State University.

Cristina Brendicke

Cristina Brendicke

Director, Product Marketing,

Cristina joined in May of 2011 after several years in the marketing and advertising business. Following her implementation of a highly successful customer acquisition strategy for the company’s direct-to-consumer software offerings, she transitioned into product marketing, and now leads go-to-market efforts for Nexus®, an advanced, cloud-based support interaction optimization solution for contact centers. Cristina holds a BA in Communications from the University of Washington.

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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