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Best Practices Discussion – How to Deliver an Effortless Customer Experience


Presented By: CrmXchange

Live Date: August 6, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by CRMXchange, NICE inContact, Verint

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About the Webcast

Organizations that actively focus on helping people solve problems quickly and easily are often the most successful at building customer loyalty. 

During this webcast we will discuss strategies that have been proven to inspire successful effort reduction.

We will discuss how to:

--Give feedback by seeking feedback in the right channel and keeping survey short
--Make the contact experience more effortless by using customer feedback to make improvements
--Integrate operational data into your VoC program to quantify impact to customers and the business

About the Presenters

Sheri Greenhaus, Managing Partner, CrmXchange, Moderator

For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation.

Shawna Malecki, Sr. Product Marketing Manager, NICE inContact

Shawna is a Sr. Product Marketing manager at NICE inContact and is responsible for product marketing activities for CXone Analytics solutions. Before joining NICE inContact, she held roles in product & solutions marketing, demand generation and operations at SaaS organizations.

Carmit DiAndrea , VP of Portfolio Market Strategy, VoC, Verint

Prior to joining Verint in 2017, Carmit was the Director of Customer Contact Analytics at Time Warner Cable responsible for leveraging Speech Analytics technology to identify opportunities for process improvement, cost reduction, increased customer satisfaction and retention, and enhanced process compliance.  Carmit brings to her role 20 years of contact center experience.