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Roundtable - Reduce Agent and Customer Effort

CrmXchange

Presented By: CrmXchange


Live Date: December 18, 2024. PLEASE SIGN IN FOR THE RECORDING.

Presented by Kelly Koelliker, Vice President of Content Marketing, Verint and

Catherine Forino-Small, Senior Product Marketing Manager, AI and Digital, NICE

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About the Webcast

Join our panel of experts as they unravel the secrets to cultivating happy customers by empowering your agents.  Discover strategies for simplifying complex tasks for agents, enabling them to deliver faster, more effective support, and creating a seamless experience that reduces frustration for customers.

We will discuss:

  • How to take a step-by-step approach to implementing innovative solutions that reduce effort for both customers and agents solving your most pressing challenges without disrupting your existing investments.
  • How to minimize effort for both parties by enabling quick access to answers across all channels.
  • How the right tools streamline processes, reducing effort for all stakeholders while saving money and enhancing the CX.
  • How having AI copilots that listen in and proactively assist the agent makes everyone’s lives easier. 
  • Why good knowledge management and a unified platform are the foundations of effective CX. 

By prioritizing ease and simplicity for everyone involved, you’ll discover how to elevate morale, enhance efficiency, and strengthen customer loyalty and retention

About the Presenters

Catherine Forino-Small, Senior Product Marketing Manager, AI and Digital, NICE

Catherine is the Senior Product Marketing Manager for AI & Digital at NICE. She has a passion for learning the ins and outs of products and understanding customer's needs. Having started her career in sales, Catherine understands how important quality product positioning, messaging, and marketing assets are to both customers and sales. Catherine is responsible for developing these and various other marketing and sales assets for the AI & Digital product portfolio. 

Kelly Koelliker, Vice President, Content Marketing, Verint

Kelly Koelliker is the Vice President 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.