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Panel Discussion - Beyond Metrics . . Elevating Quality and Workforce Engagement
Live Date: October 9, 2025. PLEASE SIGN IN FOR THE RECORDING.
Panel Includes: Juanita Coley, CEO and Founder, Solid Rock Consulting,
Liran Meir Frenkel, Head of Product Marketing, SmartReach, NiCE, and
Laura Bassett, Fractional CMO, CCaaS & AI, TechFluency
About the Webcast
In this session, we’ll
explore how to move beyond metrics—transforming Quality and Workforce
Engagement Management into powerful drivers of customer satisfaction, employee
empowerment, and business success. From rethinking traditional scorecards to
integrating advanced analytics and automation, you’ll discover strategies that
deliver lasting impact for both your teams and your customers.
Join this webcast as we
discuss:
- Why traditional metrics (service level, occupancy, ASA) often create a false sense of confidence, and often times are in direct conflict with leadership goals.
- Explore innovative strategies to align quality programs with evolving customer expectations and business goals.
- How to go beyond surface KPIs by connecting data management maturity to real CX and EX outcomes.
- Common visibility gaps organizations face, and how to quickly identify them using the Data Management Maturity Assessment.
- Learn how to balance automation, analytics, and human insight to drive meaningful quality improvements.
- See how AI and real-time data are transforming workforce optimization into a strategic advantage.
- Discover how real-time analytics and AI elevate quality programs into drivers of measurable revenue.
About the Presenters
Juanita Coley, CEO and Founder, Solid Rock Consulting
With over 14 years of
industry experience, Juanita has become a Contact Center & WFM trainer,
speaker and facilitator. Coupling her talent and experience with her skillset
and passion, Juanita brings new efficiencies and optimizations to corporations
and household brand. In 2018, she published her first book “The Corporate
Playbook” and in 2022, she released her second book, “From The
Ground Up: Navigating Call Center & Tech Careers.” Juanita created the
C.E.O. plan, a program designed to provide resources on leadership, tech and
workforce management opportunities.
Liran Meir Frenkel, Head of Product Marketing, SmartReach, NiCE
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Liran Meir Frenkel is
Head of Product Marketing,
SmartReach for NiCE. With a rich background in the high-tech industry, she specializes in building and executing global business strategies, short- and long-term roadmaps, and go-to-market plans for cloud and CX domains. Outside of work, Liran is involved in LeadWith, a non-profit organization focused on empowering and promoting women in tech.
Laura Bassett , Fractional CMO, CCaaS & AI, TechFluency
Laura Bassett is a revenue-focused Fractional CMO with over 25 years of B2B leadership experience in marketing, sales, and go-to-market strategy. She helps service-driven organizations scale by creating repeatable, results-driven marketing systems that fuel sustainable growth. Currently guiding AI, analytics, BPO, and services companies across the CCaaS and CX ecosystem, Laura brings deep expertise in customer experience transformation, advanced analytics, and data-driven positioning. She demonstrates how real-time analytics and AI can transform quality programs into measurable revenue impact while strengthening workforce engagement. She is known for bridging the gap between operational execution and strategic growth—helping organizations move beyond metrics to harness quality, workforce engagement, and AI innovation as levers for customer satisfaction and business success.