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Quality Monitoring Strategies Reimagined


Presented By: NICE


Presented by Lauren Maschio, Product Marketing Manager, Quality Management, and

Kim Steele, Solutions Engineer, NICE

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About the Webcast

A 2019 ICMI quality management benchmark survey reveals that 65% of quality programs remain highly manual and there is a lack of resources to impact contact center performance. This webinar will cover the benchmark findings on the current state of quality management and how to drive change in your quality program that will result in a greater influence in agent performance and business outcomes.

Topics that will be discussed include: 

  • How many Calls per Month to Monitor
  • Monitoring Strategies for Digital Channels - Email, Live Chat and Social Media
  • Automated Call Monitoring
  • The use of analytics


About the Presenters

Lauren Maschio, Product Marketing Manager, NICE

Lauren Maschio has provided marketing leadership in the contact center and the enterprise software industry for over 20 years. As a Product Marketing Manager, Lauren is responsible for strategic initiatives, thought leadership and sales enablement for the NICE WFO solution suite globally. Prior to NICE Systems, Lauren has held senior level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a BS in Marketing from Babson College and a MBA from Northeastern University.

Kim Steele, Solutions Engineer, NICE

Kim Steele has been working with contact centers for more than 20 years. Through various positions in training, quality, and business intelligence, Kim has a passion for partnering with contact centers to improve key metrics and agent performance. In the last 8 years with NICE, Kim has continued this pursuit by working with customers across different verticals to build highly functioning quality and analytics teams resulting in high return on technology investments.