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Panel Discussion - Beyond Metrics . . Elevating Quality and Workforce Engagement

Presented By: CrmXchange

October 9, 1pm Eastern

Panel Includes: Juanita Coley, Solid Rock Consulting,

Liran Meir Frenkel, Head of Product Marketing, SmartReach, NiCE, and

Laura Bassett, Fractional CMO, CCaaS & AI

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

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

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.