Not Just CTI, Digital Transformation
Today’s phone call to your customer service department is an educated customer who has used an average of three to four methods of self-service before searching for a number to call. The changes we see in how customers interact with businesses and what they expect when they do is happening in a context of similar, broader changes in companies – digital transformation. It is important when choosing a technology platform to enable this digital transformation and to integrate the various pieces of your customer care solution, that the platform is easy to install, quickly customizable and creates as little disruption as possible. In this white paper, Sheila McGee-Smith of McGee-Smith Analytics discusses going beyond a simple screen pop to a modern customer experience in the contact center, with examples from InGenius customers Citrix and United Wholesale Mortgage.
About Sheila McGee-Smith
Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.
McGee-Smith Analytics works with companies ranging in size from the Fortune 100 to start-ups, examining the competitive environment for communications products and services. Sheila's expertise includes product assessment, sales force training, and content creation for white papers, eBooks, and webinars. Her professional accomplishments include authoring multi-client market research studies in the areas of contact centers, enterprise telephony, data networking and the wireless market. She is a frequent speaker at industry conferences, user group and sales meetings, as well as an oft-quoted authority on news and trends in the communications market.
Sheila has spent 30 years in the communications industry, including 12 years as an industry analyst with The Pelorus Group. Early in her career, she held sales management, market research and product management positions at AT&T, Timeplex, and Dun & Bradstreet. Sheila serves as the Contact Center Track Chair for Enterprise Connect.
Sheila earned her bachelor’s degree, cum laude, from Barnard College, Columbia University, with a major in psychology. She was awarded a masters of business administration (MBA) with distinction, with majors in marketing and management information systems, from the Kellogg Graduate School of Management at Northwestern University.