Best Practices for Building a Modern Contact Center


Thursday, November 8 | 2 p.m. ET

Presented by:
Sheila McGee-Smith, Founder & Principal Analyst, McGee-Smith Analytics
Balaji Venkatesh Balaraman, Sr. Director, Support Automations & Innovations, SumTotal Systems

It’s time. Whether due to a changing business or a rapidly growing one (or both), your contact center operation needs a major refresh.

Choosing the right contact center software may seem like a single decision, but it actually involves a complex web of considerations in order to move your operations from an antiquated voice-centric model to a modern, customer-driven experience.

In this webinar, we will:
  • examine some of these critical operational decisions in more detail
  • share insights from contact center leaders who’ve been there
  • discuss the key factors that helped guide their process

Sheila McGee Smith
Founder & Principal Analyst, McGee-Smith Analytics

Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect and is a frequent contributor to No Jitter.

Balaji Venkatesh Balaraman
Sr. Director, Support Automations & Innovations, SumTotal Systems

Balaji Balaraman describes his job role as "to imagine new systems and automations" that make both customer experience and employee engagement more relevant to the current trends. Prior to this exciting role, Balaji worked in the Customer Support Industry as manager, director and lead support teams globally for 2000+ customers.

Randy Littleson
Chief Marketing Officer, NICE inContact

Randy Littleson is responsible for the direction, strategy and overall management of NICE inContact’s marketing efforts. He has amassed over 25 years of executive-level marketing experience within the software industry and has a progressive track record of accomplishments.