The Virtual Summit

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MultiChannel Connected Customer March2018

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Saving Time, Saving Money, Saving Lives: A Case Study on the Power of Agent Experience

Tuesday Mar 27, 4:00 PM – 5:00 PM EDT — LISTEN TO RECORDING

Serving a vital demographic, parents of newborns, the Dorel Juvenile Group made it their mission to "care for precious life." They did much more than print a slogan on a poster. The desire to better serve their customers, the need to improve efficiency, and the frustration of the front-line agents themselves showed that they'd found the limit of their systems. Hear about how Dorel Juvenile made better omni-channel work for them, the efficiency they gained, and how happier agents really do lead to happier customers.

During this hour Dorel Juvenile will share how they decreased Average Handle Time by 60%, while reducing costs and improving customer experience.


Murph Krajewski, VP, Marketing, Sharpen Technologies

Murph Krajewski Murph Krajewski, VP, Marketing, Sharpen Technologies
Murph has been in the contact center industry for nearly 20 years. He’s seen multiple sides of contact center systems. As an alumnus of Interactive Intelligence, he’s gotten his hands dirty as a system admin, spent time with agents, and gathered insight on what it takes to provide great customer experience. Murph is focused on telling the Sharpen Story and using it to bring businesses into the modern age of customer service.

Michelle Williams, Director Customer Care, Dorel Juvenile

Michelle Williams Michelle Williams, Director Customer Care, Dorel Juvenile
Over the past 20 years in contact center environments, and most recently in the analysis field, Michelle’s focus has been on supporting innovation and leadership, on actively designing rather than reacting to the future. She has led corporate management teams, including C level executives to: Commit themselves entirely to the goal of superior quality in every aspect of service and performance, Free managers from their traditional focus on authority and control so they can embrace coaching and development, Build transformations into an existing infrastructure to avoid cost and time-consuming changes that erode success.