About the Webcast
Organizations that actively focus on helping people solve problems quickly and easily are often the most successful at building customer loyalty. Such businesses take proactive steps to identify and correct the points in the customer journey that require the highest effort. They also implement self-service solutions that guide customers to paths that make resolution easier, and find agents who can most effectively assist customers and better manage interactions. This webcast will explore successful effort reduction best practices and discuss proven methods to deliver improved support.
About the Presenters
Sheri Greenhaus, Managing Partner, CRMXchange, Moderator
For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation. Sheri began her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. There, she was responsible for acquiring and maintaining major accounts.
Brian Koma, Vice President & CX Practice Leader, Verint®
Brian leads Verint's Customer Experience practice and works with Verint customers around the world on programs that have been proven to heighten customer loyalty, reduce customer effort and advance advocacy. He also shares best practices on CX programs with professionals across the globe through speaking engagements, web seminars and other thought leadership channels.
Chad Hendren, Vice President and General Manager, CX Solutions, Virtual Hold Technology
Chad brings more than 20 years of expertise in contact center technologies, hosted solutions, software development, and telecommunications services. He has traveled the world extensively, further broadening his exposure to industry challenges and customer experience expectations. To-date, Chad has numerous patents relating to telecommunications and multi-modal interaction handling with an emphasis on efficient, effective service delivery. His educational background is Business Information Systems and Software Development. Chad joined Virtual Hold Technology to work with the team to advance Customer Outcome Management solutions.