Quality Monitoring Failures that May be Impacting Your Contact Center Success
Tuesday Oct 31, 12:00 PM – 1:00 PM EDT — RECORDING
Virtually every contact center has a quality monitoring program – but is
yours producing the results you want? Just having a quality program isn’t
enough. In this webinar, we’ll discuss common pitfalls in quality management
programs that keep you from improving your compliance, efficiency, and customer
experience. Join us to learn best practices around how to:
- Identify widespread customer service issues
- Create unbiased and comprehensive quality assessments
- Spend less time evaluating calls and more time coaching and developing
agents
Presenters:
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Kelly Koelliker, Senior Director, Content Marketing, Verint
Kelly is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search, and CRM.
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Tricia Manning, Director, GTM, Workforce Engagement, Verint
Tricia joined the Verint team in 2021, bringing over 20 years of experience in technology and marketing leadership. In her current role, Tricia is responsible for driving go-to-market strategies for the Verint Quality and Compliance portfolio. Prior to joining Verint, Tricia most recently served as Director, Retail Product Marketing at Epicor Software, where she successfully launched over 20 solutions, including the two biggest retail releases in the last 10 years. She has held previous leadership positions in corporate marketing, brand management, field marketing, and business development. Tricia has a B.A. in Marketing and Pragmatic Marketing Certification (PMC-VI).
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