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Roundtable - Fundamentals of Customer Service
Live Date: April 22, 2025. PLEASE SIGN IN FOR THE RECORDING.
Moderator: Sheri Greenhaus, Managing Partner, CrmXchange
Presenter: Juanita Coley, CEO and Founder, Solid Rock Consulting, and
Alan Ranger, VP of Marketing, Cognigy
About the Webcast
Join us for an interactive
roundtable discussion exploring the essential building blocks of outstanding
customer service. Whether you're new to the field or a seasoned professional
seeking fresh perspectives, this session will equip you with practical strategies
to enhance your approach and drive better customer experiences.
We will explore how to:
- Master accurate forecasting
to optimize staffing levels
- Design efficient workforce
management plans for peak performance
- Improve intraday operations
to keep service running smoothly
- Leverage AI to personalize
customer interactions in real-time
- Implement best practices
for empathetic, AI-powered engagement
- Discover real-world success
stories of brands transforming customer service with AI
Engage with industry experts,
exchange ideas with peers, and walk away with actionable insights to elevate
your customer service strategy.
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” a guide to empower
corporations with effective strategies to engage and educate their teams on the
workforce management model. 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 through her company Solid Rock Consulting.
Alan Ranger, VP Marketing, Cognigy
With a career spanning 30 years, Alan has held a variety of sales,
marketing and leadership roles, both in start-up and large enterprise software
companies. Before joining Cognigy, he led global market development at
LivePerson where, during his six-year tenure, revenues doubled from $223m to
$470m. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his
high-performance global team to deliver programmes across branding, product
marketing, demand generation, events and social media.
Alan is also responsible for leading market expansion in high
growth regions such as the USA, UK and APAC, and building a global community of
Cognigy advocates, including customers, industry experts, partners and
prospects.