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Erica Marois

Erica Marois
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Erica Marois is the Content Manager at ICMI. She hosts ICMI’s weekly tweet chats (#ICMIchat), moderates and produces ICMI webinars, manages content on icmi.com, leads the ICMI Global Contact Center Awards program, and is a member of the ICMI Contact Center Expo Advisory Board. She often speaks at industry events and is passionate about connecting members of the contact center community and helping customer service leaders find unique solutions to their most significant challenges.
Ready to Promote Your Star Contact Center Agent to Supervisor

Ready to Promote Your Star Agent to Supervisor? Not so Fast

Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news....
Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring,...
4 Characteristics of Best-in-Class Contact Centers

4 Characteristics of Best-in-Class Contact Centers

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price...