How to Improve your Customer Experience with
Quality Omni-Channel Processes

Thursday, January 28, 2016  2:00 PM - 3:00 PM ET / 11:00 AM - 12:00 PM PT 

Providing quality interactions across every channel is the ultimate goal for customer-service-oriented organizations. However, achieving a seamless omni-channel environment is no easy feat. Start setting your contact center up for success in 2016.

Join us as we dive into steps to improve your omni-channel process and increase the quality of every interaction, including:

  • Top challenges influencing omni-channel success
  • How to effectively blend self-service with live interactions
  • Techniques for applying omni-channel quality management to dramatically improve agent efficiency
  • Strategies to monitor quality interactions across channels


Sheila McGee-Smith

·         Top challenges influencing omni-channel success

·         Three steps to reduce service costs and improve customer satisfaction

·         How to choose between specialized vs. blended agents

2095 W. Pinnacle Peak Rd., Ste. 110, Phoenix, AZ 85027 | +1 602.789.2800

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Sheila-Smith Analytics

Sheila McGee-Smith
President & Principal Analyst

Sheila McGee-Smith, founded McGee-Smith Analytics in 2001 and is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Ms. McGee-Smith has spent thirty years in the communications industry, including 12 years as an industry analyst with The PELORUS Group. Early in her career, Ms. McGee-Smith held sales management, market research and product management positions at AT&T, Timeplex and Dun & Bradstreet.