Best Practices Discussion – How to Deliver an Effortless Customer Experience
Live Date: August 6, 2019. PLEASE SIGN IN FOR THE RECORDING.
Presented by CRMXchange, NICE inContact, Verint
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. Sheri began her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. There, she was responsible for acquiring and maintaining major accounts.
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