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Achieve Big Success in your Small Contact Center

Date: Thursday, February 14, 2013
Time: 10 am PT/ 1 pm ET
Duration: 60 minutes

Presented By:


Achieve Big Success in your Small Contact Center

All contact centers have challenges. While larger centers certainly don’t have it easier than their smaller counterparts, they do often have more resources available to them. So what does a small-to-medium sized contact center do when it wants to “look” bigger? What do you need when size matters? How do you compete against larger companies with more money and more tools?

Join ICMI and Lantronix to learn the answer! You will hear how people, process, and technology can effectively be leveraged in your small-to- medium sized contact center to give you a competitive advantage.

During this webinar you will learn techniques to:

• Leverage knowledge to increase web self-service
• Personalize service with a unified customer profile
• Use analytics to improve customer service, and
• Provide emerging channel customer support

ICMI will provide innovative best practices and Lantronix will share real-life examples of how they’ve used technology to improve both the agent and the customer experience.

Having limited resources does not mean limited results. With a little creativity and some focused investment, a small-to-medium sized contact center can achieve big success.


ICMI Speaker: Sarah Stealey,
Content Director

Sarah Stealey is a Customer Experience and Contact Center executive with over 17 years of progressive operations, vendor, and customer management experience, primarily in multi-site global organizations. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

Previously, she was the SVP of Customer Support at iContact, where her Support team was awarded the 2011 ICMI “Global Call Center of the Year” for Small to Medium-Sized Centers. Sarah now serves on the ICMI Advisory Board and acts as their Editor-at-Large, where she is responsible for the editorial content and community strategy for icmi.com, and serves as a subject matter expert for the organization and its community of contact center leaders. She’s also a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national conferences and online webinars.

Lantronix Speaker: Gary Fisher,
Senior Technical Support Engineer

Gary has over 30 years of experience relating to networking technology. He is an expert on asynchronous serial communication, TCP/IP networking and troubleshooting techniques, along with several other technical disciplines. His primary responsibility is to provide support to Lantronix’ valued customers, some of which are Fortune 100 and 500 companies. He also acts as a mentor to his Tech Support team. Gary acts as the Oracle RightNow CX Administrator. He writes and edits Knowledge Base articles, manages staff accounts, develops new reports in Analytics and performs general day-to-day administration tasks. Gary's current goal is to work with Lantronix Sales and Marketing to integrate various customer tracking systems so all customer facing personnel have a 360-degree view of all customer interactions.