Boost the Quality of Your Customer Service - Best Practices for the Small to Mid-Size Contact Center
Presented by Darren Gill, VP Sales, Caas Small Center; and Gina Clarkin, Market Solutions Manager, Interactive Intelligence
On Demand Date: June 2014
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Contact center quality can make the difference between a very vocal customer advocate or an equally vocal detractor. But how should small to mid-size contact centers approach quality programs? How do you balance the needs of different stakeholders? What needs to happen as you add new service channels? How can you ensure quality processes are not disconnected from the customer sat picture? How can you know when to take proactive steps to resolve customer issues before they escalate?
Listen to this webinar to help you uncover best practices and tactics large firms use successfully so you can fairly assess performance, encourage desired behaviors and improve quality and satisfaction.
About the Presenters:
Darren Gill, VP Sales, Caas Small Center, Interactive Intelligence
Darren recently rejoined Interactive Intelligence as VP of Cloud Small Center. Darren spent the last seven years at Verint Systems heading sales of Workforce Optimization solutions to mid-market customers, and four years at Concerto Software (now Aspect). Darren also held sales and sales engineering roles at VMX and Octel Communications. Darren is passionate about helping customers take advantage of technology solutions that improve the customer experience.
Gina Clarkin, Market Solutions Manager, Interactive Intelligence
Gina has been with the company since 2006. With 16 years of experience in software and advanced technologies, her background includes roles in product marketing, product management, program consulting, program management, and business development. Gina’s current focus is on innovative technology solutions and best practices that help organizations optimize business processes for an exceptional customer experience. As a market solutions manager at Interactive Intelligence, Gina is responsible for the marketing strategy for the company’s Business Process Automation and Enterprise Content Management offerings. Gina holds a Bachelor’s degree in Music from James Madison University and an MBA from The Lally School of Management & Technology at Rensselaer Polytechnic Institute.