Customer Expectations in an Omnichannel World
Panel Discussion and Luncheon Event

Join your fellow contact center colleagues at our St. Louis thought leadership panel discussion and enjoy a delicious lunch on us. You’ll get valuable advice from industry experts, Robin Pokojski of United Way of Greater St. Louis and Jeff Griffith of Teleflora, and exchange actionable tips and best practices with your industry peers.


We’ll talk about:

  • How to identify the right mix of social and mobile support
  • How to create a seamless journey to build satisfaction and loyalty
  • Tips for coaching your agents to be “ambassadors of expectations”


Space is limited, so register now.



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Robin Pokojski
211 Call Center Operations Manager,
United Way of Greater St. Louis


Robin has spent much of her career focusing on quality assurance programs and statistical analysis in contact centers. Today, she oversees two contact centers for United Way. 
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Jeff Griffith
Director of Telco & IT Services,
Teleflora


Jeff is a career contact center and telecoms expert with 14 years at Teleflora leading network, voice telecommunications and desktop support teams as well as IT infrastructure budgets. Previously, he managed voice telecoms for Hertz’s U.S. call centers.
Gayathri Krishnamurthy
Paul Herdman
Global Head of Customer Experience,
inContact

Paul is a customer experience expert with nearly 20 years of marketing research, customer experience, and customer success leadership. Paul helps companies design, manage, and improve their customer journey.
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.

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