Thank You!

Government contact centers need to move to cloud solutions to seamlessly integrate multiple channels, build customer satisfaction and reduce costs.

Consumers expect it. The private sector delivers it. Excellent customer service has become the norm.

Check out our issue brief, How Agencies Can Deliver Gold Standard Customer Service, to learn how moving to a cloud platform will give you the digital tools to transform your contact center—and your customer experience.
  • Seamlessly integrate the multiple channels—text, SMS texting, social media and voice—that your customers want and expect.
  • Reduce costs and improve employee morale and engagement.
  • Convert your constituents into loyal, satisfied customers.
    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
    How Agencies Can Deliver Gold Standard Customer Service
    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.

    column 1

    column 2

    column 3