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Revolutionizing Customer Service - Tackling Contact Center Challenges for Exceptional Experiences
Live Date: October 16, 2024. PLEASE SIGN IN FOR THE RECORDING.
Presented by: Mechele Herres, Sr. Product Marketing Manager, NICE CXone,
Ram Swery, VP, Experience Management Solution Consulting & Onboarding, Verint, and
Kathleen M. Peterson, Chief Vision Officer, PowerHouse Consulting, Inc.
About the Webcast
Join the panel as we address the key obstacles that contact centers encounter, ranging from outdated technology and agent burnout to rising customer expectations. Hear actionable approaches to overcome these hurdles.
We discuss issues such as:
- Visibility and the Contact Center's Identity Crisis
- How to establish a clear identity within the organization.
- Contact Center Role - Strategies to elevate visibility and redefine the contact center role as central to delivering valuable contributions to strategic objectives.
- A Case for Budget Allocation - Approaches to build a case for senior management, emphasizing how the contact center’s performance impacts the organization’s brand, bottom line and customer experience.
- Business Analytics
- The importance of the contact center offering valuable insights across various departments, aligning with broader organizational goals and driving performance improvements cross-functionally.
- Digital Feedback - Unify and analyze digital feedback to generate customer experience insights.
- Customer Journey Insights - Leverage AI to power predictive modeling to gain journey-level insights.
About the Presenters
Mechele Herres, Sr. Product Marketing Manager, NICE CXone
Mechele is a Senior Product Marketing Manager at NICE CXone responsible for all things Workforce Engagement Management. Before joining NICE CXone, Mechele held both B2B and B2C roles in technology companies focusing on customer success in verticals such as federal government, utilities, telecom, and healthcare. Her curiosity and belief in collaborating bring an elevated purpose in delivering exceptional customer experience.
Ram Swery , Vice President of Experience Management Solution Consulting & Onboarding, Verint
Ram Swery is the vice president of Experience Management Solution Consulting & Onboarding at Verint, where he is responsible for driving adoption and accelerating time to value of the Experience Management portfolio.
Kathleen M. Peterson, Chief Vision Officer, PowerHouse Consulting, Inc.
Kathleen is an acclaimed Contact Center consultant and industry visionary. She offers a refreshing and sometimes challenging philosophy to positioning the Contact Center as the lifeline of the enterprise - believing that vision, brand, leadership, and execution combine to deliver a powerful CX. Kathleen is published widely in prestigious industry journals in the U.S. and abroad. As a featured speaker at conferences and Fortune 500 companies, she has shared her humor, knowledge, and experience across four continents. Kathleen served as Conference Chair for the North American Conference on Customer Service Management, is a member of the National Speaker’s Association and served for seven years as a Certified Associate ICMI and is an active member of the Society of Telecommunications Consultants (STC).