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ICMI Toolkit: How to Successfully Become an Omnichannel Contact Center

Compiled by ICMI, How to Successfully Become an Omnichannel Contact Center is your definitive guide to making a smooth transition for both customers and agents.

It takes a step-by-step approach to understanding, deploying, and measuring the impact and value of omnichannel to the organization with practical information you can use, including:
  • How to determine the blend of channels that's best for your customers and organization
  • Tips for maximizing the frontline productivity and ensuring agents can deliver a seamless customer experience
  • How omnichannel impacts contact center metrics and which ones are effective measures of success
  • Best practices for benchmarking omnichannel from successful organizations
Compiled by ICMI, How to Successfully Become an Omnichannel Contact Center is your definitive guide to making a smooth transition for both customers and agents.

It takes a step-by-step approach to understanding, deploying, and measuring the impact and value of omnichannel to the organization with practical information you can use, including:
  • How to determine the blend of channels that's best for your customers and organization
  • Tips for maximizing the frontline productivity and ensuring agents can deliver a seamless customer experience
  • How omnichannel impacts contact center metrics and which ones are effective measures of success
  • Best practices for benchmarking omnichannel from successful organizations

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Speaker 1

Patrick Russell

Senior Manager Product Marketing - inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

Speaker 2

Patrick Russell

Senior Manager Product Marketing - inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

Speaker 3

Patrick Russell

Senior Manager Product Marketing - inContact

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

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