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Best Practices - Contact Centers Biggest Challenges and How to Turn Them Around


Presented By: CrmXchange

Live Date: October 13, 2022. PLEASE SIGN IN FOR THE RECORDING.

Panel: Brad Beumer, Customer Experience and Contact Center Professional, UiPath,

Tricia Manning, Director, GTM, Workforce Engagement, Verint, and

Marlena Werder, SVP of Customer Care, RingCentral

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About the Webcast

What are the top issues affecting your customer service department? CrmXchange has produced webcasts for over 20 years. During that time, similar issues emerge:

  • Balancing the pressures to lower customer service costs while also improving the customer experience
  • Improving key metrics that impact customer satisfaction such as reducing wait times and increasing first contact resolution
  • Enhancing the agent experience to improve customer experience, and reduce agent training times and attrition
  • Hiring and training challenges
  • Wrong use of channels and tools
  • Unclear understanding of customer expectations

Hear big ideas that can bring your customer experience to a new level.

About the Presenters

Brad Beumer, Customer Experience and Contact Center Professional, UiPath

Brad helps UiPath's clients and partners envision the role of automation in their end-to-end customer experience and contact center journeys. Brad has been delivering customer experience automation and contact center solutions for over 20 years.

Tricia Manning, Director, GTM, Workforce Engagement, Verint

Tricia joined the Verint team in 2021, bringing over 20 years of experience in technology and marketing leadership. In her current role, Tricia is responsible for driving go-to-market strategies for the Verint Quality and Compliance portfolio. Prior to joining Verint, Tricia most recently served as Director, Retail Product Marketing at Epicor Software, where she successfully launched over 20 solutions, including the two biggest retail releases in the last 10 years. She has held previous leadership positions in corporate marketing, brand management, field marketing, and business development. Tricia has a B.A. in Marketing and Pragmatic Marketing Certification (PMC-VI).

Marlena Werder, SVP of Customer Care, RingCentral

Marlena joined RingCentral in February 2022 as SVP of Customer Care. She brings more than 30 years of experience in leading large-scale customer service and technical support functions in the tech industry, including driving digital and customer experience transformation. She previously held leadership roles with IBM (6 years) and Microsoft (20+ years). Marlena has a B.S. in Electrical Engineering, a Masters in Engineering from Brown University, and an Executive MBA from UNC Chapel Hill.