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Automated Quality Management - Easing Work-from-Home Pain

Verint® Systems

Presented By: Verint® Systems

Live Date: October 13, 2021. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Sheila McGee-Smith, McGee-Smith Analytics and Kelly Koelliker, Verint

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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, automation, and artificial intelligence.