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WFO2020

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Go for the Gold: Planning for Effective and Consistent Quality Management

Tuesday Nov 10, 2:00 PM – 3:00 PM EDT — Recording



Client Advocacy Executives from Northwest Mutual discuss how they were able to transform their quality program to be more agent centric and customer focused.

Join this workshop as they discuss how you can:

  • Uncover the truth of your customers’ experience
  • Create transparent and fair quality programs
  • Align the quality process with KPI objectives
  • Track milestones with quality forms and dashboards
  • Presenters:

    Briana Thompson, Senior Analytics Analyst, Northwestern Mutual

    Northwestern Mutual.Briana_Thompson Briana Thompson, Senior Analytics Analyst, Northwestern Mutual

    Brianna’s work is focused on Northwestern Mutual’s speech analytics and quality programs. Prior to her role as a Senior Analytics Analyst, Brianna worked for 7 years as an Operations leader at Runzheimer International, managing teams of Data and Research Analysts. Brianna holds a BS in Business Administration with a certificate in Human Resource Management from Cardinal Stritch University.


    Lauren Maschio, Sr. Product Marketing Manager, Quality, NICE

    NICE Systems.Lauren Maschio Lauren Maschio, Sr. Product Marketing Manager, Quality, NICE

    Lauren has over 20 years of marketing leadership experience in the high technology industry with more than 10 of those years in the contact center market. As the manager of the Customer Engagement Analytics marketing team at NICE, Lauren is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to NICE, Lauren has held senior-level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm.

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