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Best Practices – Reduce Agent and Customer Effort

CrmXchange

Presented By: CrmXchange


Wednesday, December 10, 1pm Eastern

Presented by Michele Carlson, Director of Product Marketing, NICE and

Dave Singer, Global Vice President, Go-To-Market Strategy, Verint

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About the Webcast

Rising customer expectations and operational complexity are stretching agents thin and leaving service teams struggling to deliver effortless experiences at scale.

Join this webcast as we share best practices that empower agents to do their best work, reduce customer effort, and drive experiences that keep customers coming back. This panel will discuss how making it easier for your agents results in happier customers. 

Topics to cover: 
  • Supercharge agent performance by automating time-consuming, manual tasks
  • Transform interactions with agentic AI that streamlines conversations and speeds resolution
  • Empower your team with a strong knowledge foundation that delivers instant answers for agents and customers alike
  • Unify your entire operation on one intelligent platform—connecting the front, middle, and back office for seamless collaboration
  • Prove the impact by tying reduced effort directly to ROI, customer satisfaction, and measurable business results

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About the Presenters

Michele Carlson, Director of Product Marketing, NICE

Michele is an expert in AI-powered analytics technologies that enable businesses to create better experiences for their customers. In her role as a Director of Product Marketing, Michele brings a warm, energetic approach to connecting businesses and consumers with technology to drive results. Her experience with AI and analytics in customer experience and contact centers spans nearly two decades – far before it was “cool.” Michele has a diverse background in the AI and analytics space, including product management, data analysis, QA engineering, change management, along with agent and supervisor performance coaching. Outside of work, Michele is a mom of four, and enjoys skiing and yoga.

Dave Singer, Global VP, GTM Strategy, Verint

Dave is responsible for driving the GTM strategy for Verint’s industry leading solutions. The strategy is based on developing innovative messaging and offerings, both Partner and Direct, that drive customer centric differentiation and align value with both customer needs and expectations. Dave joined Verint 2002 and has held a variety of roles in Verint including Director of Solutions Consultants, RVP of Solution Principals, and most recently RVP, Presales, focusing on Solution Consulting and Innovation.