Quality Program Mastery - Uncovering Untapped Potential
Monday Oct 30, 2:00 PM – 3:00 PM EDT — RECORDING
In the current market landscape of intense competition, achieving an outstanding customer experience stands as the paramount objective for many contact centers. Are your quality and coaching initiatives aligned with this and other organizational objectives? No matter what stage of maturity your quality program is at, learn how to unleash its potential with a step-by-step plan that advances your program today, tomorrow and the future.
This session will review the findings from the most recent quality program benchmark study, provide best practices, and delve into cutting-edge AI-driven strategies to propel your program forward. Prepare to transform your customer experience strategy and elevate your contact center to new levels of success.
One lucky attendee will receive a NICE bluetooth speaker!
Presenters:
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Jaime Standridge, Senior Business Consultant, NICE
Jaime has 10+ years of experience within the contact center domain with extensive exposure in Operations, Quality Management, Compliance, Analytics, Customer Experience and Business Transformation.
Prior to joining the VRS Team, Jaime was a customer of NICE and leveraged NICE solutions to implement an analytics driven quality monitoring program tied to organizational KPIs and business strategy and transformation.
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Lauren Maschio, Sr. Product Marketing Team Manager – Customer Experience Analytics, NICE
Lauren has provided marketing leadership in the contact center and the enterprise software industry for over 25 years. As a Senior Product Marketing Team Manager, Lauren is responsible for strategic initiatives, thought leadership and sales enablement for the NICE customer engagement analytics solutions globally. Prior to NICE Systems, Lauren has held senior level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a BS in Marketing from Babson College and an MBA from Northeastern University.
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