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How to Provide a Great Customer Experience during the Labor Shortage

Verint® Systems

Presented By: Verint® Systems

Live Date: February 2, 2022. PLEASE SIGN IN FOR THE RECORDING.

Keith Dawson, VP and Research Director, Ventana Research and

Kelly Koelliker, Senior Director, Content Marketing, Verint

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About the Webcast

As hiring and retaining employees becomes a greater challenge, the gap between your workforce capacity and your customer needs is widening. Join us as Keith Dawson, Vice President & Research Director, Customer Experience at Ventana Research, discusses key strategies to close this gap and continue to provide the experience your customers demand. On this webinar, you’ll learn:  

  • How customer experience is a team effort – expanding beyond traditional contact center agents
  • How to attract and retain top employees with increased competition among organizations
  • How to equip your employees with the tools they need to be engaged and empowered
  • How digital-first engagement can offload some work from your agents


About the Presenters

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.

Keith Dawson, VP and Research Director, Ventana Research

Keith leads the expertise in Customer Experience covering applications and technology that facilitate engagement to optimize customer-facing processes.  His specialization is in natural language and speech tools with intelligent VA, multichannel routing,  journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications.