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Best Practices – Reduce Agent and Customer Effort


Presented By: CrmXchange

Live Date: December 5, 2023. PLEASE SIGN IN FOR THE RECORDING.

Presented by Dana Shalev, Head of Product Marketing at NICE WEM LOB and

Kelly Koelliker, Senior Director, Content Marketing, Verint

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About the Webcast

Join our panel as they unravel the secrets to cultivating happy customers by empowering your agents. In this insightful session, we'll explore how making it easier for your agents can lead to a profound impact on customer satisfaction.

Forget the mundane, as our experts share real-world examples and practical tips that you can implement right away.

We will discuss many issues such as how to:  

  • Simplify customer interactions amidst expanding contact channels
  • Harness smart bots to streamline tasks and enhance agent efficiency
  • Optimize operational efficiency by strategically reducing agent workloads, thus obviating the necessity for additional hiring 
  • Understand the growing complexity-driven stresses in the contact center and their negative effects on customer experience
  • Utilize AI to improve both supervisor and agent performance while simultaneously reducing their cognitive workload

Don't miss out on this enriching webcast that promises to leave you with a fresh perspective on how to create lasting smiles for both your agents and customers.

About the Presenters

Kelly Koelliker, Senior Director, Content Marketing, Verint

Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, automation, and artificial intelligence.

Dana Shalev, Head of Product Marketing at NICE WEM LOB

Dana is a seasoned professional in the contact center industry specializing in Workforce Engagement Management (WEM). As the Head of Product Marketing at NICE WEM LOB, Dana's expertise lies in proven WEM best practices that have been embraced by customers worldwide. Her 12-year journey as a marketing veteran has led her to work with leading global companies across various industries, focusing on product marketing and content creation.

Dana possesses a unique talent for translating technology into compelling, customer-centric narratives. Her passion lies in cultivating strong, meaningful relationships with customers, ensuring their needs are met and their experiences are exceptional.