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Where Are You on the Path to Omnichannel? Learn How to Move Forward


Air Date: February 20, 2019
Time: 2 pm ET
Presenters:

Scott Sachs , Abby Monaco

Moderators: Erica Marois
Sponsor:

Watch the webinar video below.


No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

During this webinar, you will learn:

  • How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
  • What's next for journey mapping and customer analytics
  • How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

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

Reserve your spot!


Presenters
Scott Sachs
President, SJS Solutions, LLC

Scott Sachs is president at SJS Solutions. He is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC. Scott consistently and successfully transforms and grows world-class customer service organizations. He thrives on working with organizations that are at an inflection point in their customer service lifecycle.

Abby Monaco
Senior Product Marketing Manager, NICE Nexidia

As Senior Product Marketing Manager for NICE Nexidia, Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio, which delivers the full spectrum of business insights across entire organizations by utilizing its time-tested and proven program method for interaction analytics alongside journey analytics, IVR optimization, digital containment, and more.



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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