How to Successfully Implement a New Channel in Your Contact Center

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked with and instructed clients all over Europe, Australia, Japan, the Caribbean, US and Canada. She brings a wealth of experience to her clients as a result of the broad range of businesses with which she worked - insurance, health care, airlines, hotels, automobile associations, software developers, helpdesks, manufacturers, telephony and mobility, utilities both gas and hydro (electric), along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl teamed up with ICMI in 1998 and has instructed courses, web seminars and engaged in consulting projects with ICMI ever since.

Cheryl’s specialty is with customer contact/call flow design ensuring the design meets the customer and business needs, along with the statistical requirements. Translating those requirements into workable solutions is her forte,and she has a proven ability to provide interpretation of statistics for clients from the ACD, work force management and IVR systems.

Coty Smith, Sr. Solutions Consultant, has worked very closely with the BoldChat product, working in roles that related to helping organizations find success through customer engagement strategies. Coty’s specializations include engagement optimization, customer experience strategy, and mobile device engagement. These areas of focus have helped etailers, network service providers, and financial organizations implement and enhance their approach to customer experience.

Prior to LogMeIn, Coty worked in a variety of roles at Bold Software, LLC with a focus on customer engagement and experience, which led to an acquisition by LogMeIn in 2012.