The Virtual Summit

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Detours - Five Contact Center Success Stories on the Unexpected Route (Thanks 2020)

Wednesday Jun 9, 12:00 PM – 1:00 PM EDT — Sign Up For Events

The employee journey is just as important as the much-touted customer journey, but building trust, engagement, knowledge, and continuous improvement with employees has never been as challenging as this past 15 months.

COVID definitely forced us all into a very unexpected detour. The good news is that sometimes the most exciting discoveries come while on the road less traveled.

Join us for the ENCOURAGING side of the 2020 workplace disruption, to hear five stories of contact center *brainiacs* who managed to rise above the challenge and create big wins for their employees, from remote hiring to finding creative ways to connect; from coaching to onboarding and even a whole lot of skills progress. Along the way, you may relate to your own 2020 wins, and we want to hear those as well! Then as we navigate back to the main route, we do so celebrating our victories and knowing we are smarter, stronger, and more capable than our 2019 selves could have imagined.


Kristyn Emenecker, Chief Product & Strategy Officer, Playvox

Playvox - Kristyn Emenecker Kristyn Emenecker, Chief Product & Strategy Officer

Kristyn has been a leading voice in the CX and contact center industry for more than 20 years. She has honed that love for customer in a variety of senior leadership roles across SaaS product/technology, operational, consulting, sales/marketing and corporate strategy disciplines at companies such as inContact, Mercom and TPG TeleManagement. Most recently she served as SVP Product Strategy for Verint, responsible for product and go-to-market strategy globally for Verint’s broad portfolio of 30+ Customer Engagement solutions. Kristyn has been published in multiple trade journals and is a frequent speaker on contact center, workforce optimization, employee journey and customer engagement topics.

Jennifer Waite, VP, Product Marketing, Playvox

Playvox - Jen Waite Jennifer Waite, VP, Product Marketing, Playvox

Jennifer has been in the customer experience and contact center industry for the past 30 years, focused on defining and implementing market strategies to support cloud contact center solutions market position, market segmentation, launch plans, and messaging. As a recognized leader in the industry, Jen has led customer advisory boards and serves as the co-president of the NY Metro chapter of the Professional Association for Customer Engagement (PACE). Her entrance into the contact center industry was a part-time job during high school which started a career that allowed her to work in consulting where she led creative design for implementing quality programs for Fortune 500 companies. As an evangelist for this industry, she enjoys sharing her experiences in hopes of creating the most effective and efficient customer interactions.