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Tech Tank – Human Capital Management


Presented By: CRMXchange

Presented by NICE and Workflex

June 1, 2:00pm - 3:00pm Eastern


About the Webcast

A customer’s experience with an agent is often the key to how an organization is judged. A growing body of research has identified and quantified the benefits of having an actively energized workforce. Yet many contact centers view front-line personnel as interchangeable commodities to be hired, trained and put into action as quickly as possible without taking into account the ongoing costs of high turnover and tolerating minimally committed employees. Join this roundtable to see cost-effective approaches for hiring, effectively training, and engaging your in-house staff as well as remote work-at-home agents.


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.