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Best Practices: Quality Management on the Customer Experience

ZOOM International

Presented By: ZOOM International



Live Date: March 1, 2017. SIGN IN TO LISTEN TO THE RECORDING.

Presented by Ethan Bryant, Manager of US Training and Consulting; Liam Anderson, Quality Management Consultant, and Adam B. Bloom, VP of Marketing, ZOOM International

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About the Webcast

Listen as we learn what it takes to excel at quality management (QM) on the customer experience. This webcast discusses the top 3 elements needed to move from QM on the voice channel to QM across all channels. These include:

Strategy. How the QM department can play a more strategic role and impact key business metrics
Leadership. The QM leadership and communications required to achieve an 82% net promoter score
Change Management. Managing the change from single channel, voice-based QM to integrated, omnichannel QM

About the Presenters

Ethan Bryant, Manager of US Training and Consulting, ZOOM International

Ethan has over 15 years in the contact center space. As a consultant and trainer, he has worked with over 250 companies on quality programs, including Paypal, Dell, Comcast, and Delta Airlines. After six years at Aspect Software, Ethan joined Microsoft. There, he was responsible for global contact center workforce management, driving improvements to forecasting, scheduling, cost management, and customer satisfaction. Ethan then spent four years consulting and training for Verint before joining ZOOM.

Liam Anderson, Quality Management Consultant, ZOOM International

Liam has held a variety of training, consulting, and management roles over the past 20+ years. At ZOOM, he has worked on more than 150 programs with customers like Bank National Paribas, British Telecom, Olympus, and Rostelecom. Liam's engagements focus on business process improvement—helping drive efficiency and effectiveness for both operational and strategic objectives. He holds an MBA from the University of Leicester, is a Lean Six Sigma Greenbelt, and speaks four languages.

Adam B. Bloom, VP of Marketing, ZOOM International

With 20+ years in the software industry, Adam has held roles across the customer experience—in sales, marketing, customer support, and consulting. He has been in leadership positions for CRM and marketing automation products at Siebel Systems, Oracle, and Unica as well as venture-capital backed start-ups in Silicon Valley. For the past 5 years, Adam has been a consultant for customer experience, cloud, big data, data science, and mobile companies while starting a software and a training company.