About the Webcast
Agents are juggling more complexity than ever, supervisors are stretched thin, and evaluating just 1% of interactions no longer delivers meaningful insight. Traditional approaches to quality, coaching, and engagement can’t keep up.
Some of the topics we will explore:
- From sampling to full visibility: Move beyond limited QA coverage to evaluate 100% of interactions and uncover the behaviors that truly impact performance and CSAT.
- Coaching that actually scales: Deliver personalized, in-the-flow coaching and AI-powered role play that helps every agent improve continuously, not just the few who get reviewed.
- Making soft skills measurable: Identify and develop the human behaviors that drive better outcomes, with AI surfacing what matters most across every conversation.
- Engagement built for hybrid work: Use gamification, self-service scheduling, and flexible quality frameworks to keep teams motivated, connected, and in control, no matter where they work.
About the Presenters
Sheri Greenhaus, Managing Partner, CrmXchange, Moderator
Sheri Greenhaus is a CX and contact center veteran with 30+ years of industry experience. After starting her career at Dun & Bradstreet in one of the first automated outbound call centers, she went on to leadership roles at Hart Hanks Telemarketing and CRC Information Systems. In 1995, she co‑founded CrmXchange, now a leading online resource for CX and contact center professionals. As Managing Partner of CrmXchange and eCRMevents, she drives thought leadership through event moderation, executive interviews, and virtual conference production.
Maya Gershon, Product Marketing Manager, NiCE
Maya is a marketing leader specializing in product, customer, and go‑to‑market strategy. She drives strategic initiatives for CXone Quality Management, shaping positioning, messaging, and customer engagement. With strengths in content, storytelling, and cross‑functional collaboration, she leads high‑impact programs that accelerate adoption and deliver business value across tech, education, and nonprofit sectors.
Roger Lee, Founder & Customer Success Evangelist, Contact Center Advocates
Roger helps CX and contact center leaders navigate the AI landscape and build human‑centered, high‑performing operations. Over two decades, he’s led transformations across finance, operations, and quality—delivering $10M+ in savings, $6M+ in business impact, and measurable lifts in efficiency and quality. A Six Sigma Black Belt and COPC‑certified operator, he excels at uniting people, process, and technology to modernize operations while keeping customer experience at the core.
Sapna Nagi, Product Marketing Manager, Conversation Intelligence, Verint
Sapna Nagi specializes in WFM, QM, and CX technologies, helping organizations communicate the value of their CCaaS solutions through clear storytelling, strong product positioning, and effective go to market messaging. She leads high impact customer engagements—including product led webinars, executive briefings, and QBRs—and partners with analyst firms such as Gartner and Metrigy to ensure accurate, competitive solution representation.
Collaborating across product, sales, and marketing, Sapna drives go to market success by shaping compelling narratives and strengthening customer engagement through analytics and targeted programs.