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Best Practice Roundtable - Reduce Agent and Customer Effort


Presented By: CrmXchange

Live Date: December 6, 2022. PLEASE SIGN IN FOR THE RECORDING.

Presented by:Tamsin Dollin, Senior Product Marketing Manager, NICE CXone and Justin Robbins, Senior Director, Corporate Communications and Evangelism, UJET

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About the Webcast

This panel will discuss how making it easier for your agents results in happier customers. We will discuss critical issues such as the shift in the preference for self-service and digital chat channels as well as how to improve first-contact resolution... resulting in a better experience for all.

You will hear:

  • How to recognize and overcome the common drivers of high effort experiences.
  • Clear ways to measure and understand the negative impacts of effort.
  • When to use effort to create a positive customer and employee experience.


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.

Tamsin Dollin, Director, Product Marketing, NICE

Tamsin has a passion for “connecting the dots” on what it takes to deliver better customer experiences. Prior to joining product marketing, she spent many years writing technical documentation and training contact center teams on workforce optimization software. Catch her musings about all things customer experience on the NICE.com blog.

Justin Robbins, Senior Director, Corporate Communications and Evangelism at UJET

Justin is a researcher, educator, & advisor who’s spent the past two decades helping businesses define and deliver exceptional customer experiences. He’s developed industry training and certification programs, authored numerous research reports and how-to guides, led strategic consulting engagements, and contributed his insights to mainstream media outlets around the globe – all focused on helping organizations achieve better business outcomes from their customer experience initiatives.Today, Justin is the Senior Director, Corporate Communications and Evangelism at UJET, where he leads their Public Relations, Analyst Relations, Customer Marketing, and Thought Leadership programs.