Unlocking the Power of Connection - Strengthening Bonds Between Employees and Customers
Monday Mar 18, 12:00 PM – 1:00 PM EDT — RECORDING
When you think of the word 'AGENT,' what immediately comes to mind? Is it a chatbot, a virtual assistant, or perhaps a live agent ready to assist you? The reality is, it could be all of these, depending on your specific needs. What remains constant, however, is the underlying foundation – the shared objective of helping customers navigate their journey, whether it's related to sales or service.Join us for an engaging keynote address where you, the audience, will shape the direction of our discussion. As you enter this session, you'll be presented with four thought-provoking discussion topics:
- AI's Role: Will AI replace live agents or complement their efforts?
- Reducing Agent Attrition: Strategies to retain and motivate live agents.
- The Future of Voice: Exploring the evolving landscape of voice and alternate channels.
- Real-Time Guidance: Enhancing customer interactions for better outcomes.
Guiding us through these topics will be industry experts Donna Fluss, President of DMG Consulting, and Sheri Greenhaus, Managing Partner at CrmXchange. The majority of our time will be dedicated to delving into the first topic, and we'll progress through the list, ensuring a comprehensive exploration of these vital subjects.
Presenters:
 |
Donna Fluss, President of DMG Consulting LLC
For more than two decades she has helped emerging and established companies develop and deliver outstanding customer experiences. A recognized visionary, author and speaker, Donna drives strategic transformation and innovation throughout the services industry. She provides strategic and practical counsel for enterprises, solution providers and the investment community.
|
 |
Sheri Greenhaus, Managing Partner, CrmXchange, Moderator
For over 25 years, Sheri Greenhaus has been in nearly every aspect of call center, CRM, and contact center management, both as a contact center executive, consultant, and since 1995, Managing Partner of CrmXchange. Ms. Greenhaus started her contact center career at Dun & Bradstreet; the first automated outbound call centers in the country. As Director of Hart Hanks Telemarketing, she oversaw the Hart Hanks call center operation. Her responsibilities included the company's critical sales and customer retention programs, hiring and training of agents, and the development of compensation programs. At CRC Information Systems, where she was Vice President of Marketing, Ms. Greenhaus was responsible for sales and marketing strategies.
In 1995 Sheri Greenhaus and Larry Matte launched the Tele-M@rket, (later renamed CrmXchange) a Web site devoted to contact center information. In 2006 she launched the first Virtual Symposium for contact center professionals,
www.ecrmevents.com.
Sheri holds a BS degree from University of Connecticut and a Certificate Degree in Direct Marketing from New York University. She studied at the American Academy of Dramatic Arts in New York.
|