About the Webcast
Managing today’s contact center workforce with a mix of in-office, WFH and hybrid agents comes with a new set of challenges. Now more than ever, supervisors need full visibility into agent activities and the ability to quickly impact the quality of interactions. During this webinar, leading industry analyst Sheila McGee-Smith and Verint’s Kelly Koelliker will discuss how Automated Quality Management is already helping companies:
- Improve the quality, efficiency, and compliance of interactions
- Deploy AI to measure and increase agent empathy
- Drive employee engagement and retention for at-home workers
About the Presenters
Sheila McGee-Smith, President & Principal Analyst
Sheila founded McGee-Smith Analytics in 2001 and is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.
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, natural language search, and CRM.