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Thought Leaders Tell All #10

By Erica Marois | Date Published: August 05, 2013 - Last Updated August 22, 2018 | Comments

At ACCE 2013, several contact center industry leaders took part in 15 minute panel discussions.  Every Monday for the next few weeks, we'll bring you video footage from each of the panels.

In this tenth panel, ICMI's Justin Robbins moderates a discussion with Mark Miller of JD Power and Associates, Kay Phelps of Jabra, Charlie Baughman of Progressive Insurance, Lauren Bodell of UPMC Health Plan, and Anne Palmerine of UPMC Helath Plan.

Watch and learn as they discuss best practices for driving customer engagement, how to make sure people skills keep up with emerging technologies, and more.

Check back next week for panel #11!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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