Webinar

How Contact Centers are Responding, Adapting and Thriving
Fireside Chat with Sheila McGee-Smith and Amy Roberge Coleman

Amy Roberge
Sheila McGee-Smith
Date & time
Available On Demand 

We welcome you to join us for the “How Contact Centers are Responding, Adapting and Thriving” webinar where you will experience an engaging fireside discussion with industry expert Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics and long time contact center maven Amy Roberge, Director Contact Center Sales, Twilio. 

Change is constant in this new normal. With business continuously affected, learning to survive became a key focus for many businesses as they struggled to service their customers. But what if you could quickly move from survive to thrive? Sheila and Amy will discuss how they are seeing the impacts of this new environment with accelerated adoption of digital communications and a propelled focus on omnichannel in the contact center. Amy will show you how today several Flex customers have rapidly deployed additional digital channels and added self-service with AI driven automation, delivering immediate positive business impacts across their organization.

Meet the Presenters

Amy Roberge

Amy Roberge

Director, Global Contact Center Solutions Engineering, Twilio
As the Director of Contact Centre Solutions Engineering Amy leads a global team of Solutions Engineers who are experts in Contact Center and Twilio Flex and act as technical advisors to customers. Prior to her role at Twilio, Amy spent 12+ years at Cisco Systems where most recently she led a global team with a focus on technical sales and customer enablement for Cisco’s Contact Center portfolio. Amy holds a bachelor’s degree in Computer Science from Villanova University. She resides in Massachusetts, USA and although she loves Boston, she hates the cold weather. Amy is passionate about leveraging technology to deliver infinitely better customer experiences and that is what has led her to, and kept her in the Contact Center industry.
Sheila McGee-Smith

Sheila McGee-Smith

Founder and Principal Analyst, McGee-Smith Analytics
Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. Sheila is a frequent contributor to No Jitter and serves as the Contact Center Track Chair for Enterprise Connect.
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