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Can We Just Talk? - What You Really Need to Know About Contact Center Stuff but Were Afraid to Ask

Live Date: January 16, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Vicki Herrell, Executive Director, SWPP and QATC

Matthew Storm, Contact Center Expert and Speaker, Jacada

Roger Lee, Customer Success Leader, Gridspace

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About the Webcast

THE GAME: Choose one word from each column and Voila! – you’ve created your own title of a customer experience webcast.

Subject:  The Best of, How To, 5 Ways, New, Last Chance to Register, Discover Why....

Connector: Increase, Decrease, Enhance, Improve

Buzzwords: CX, CRM, Customer Centric, Omni Channel, Voice of the Customer, Touchpoints...

Metrics: CSAT, AHT, FCR, Average Speed of Answer, Average Call Abandonment.....

We know...it sounds like we are just parodying everything we do.  But the reality is that most of the themes of CX /Contact Center webcasts are all starting to sound repetitive. And let's face it, there are only so many hours in a week anyone is willing to devote to listening to webcasts.

We’re trying a simple but different approach

Given our combined 80 years of in-the-trenches experience, the four presenters have not only watched contact center history unfold but played an active role in shaping the direction of the industry.

We invite you to join us for a no-holds-barred, straight-talk session. No slides, no lectures, just honest discussion. Ask the tough questions and get the no-bull answers you’ve been waiting for. Register now to get started.



About the Presenters

Roger Lee, Customer Success Leader, Gridspace

Roger has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers.He is a certified generational trainer and served as a team leader for the Performance Excellence Network.

Matthew Storm, Contact Center Expert and Speaker, Jacada

Matt is a captivating evangelist, writing and keynoting for events in over 20 countries. He is a global spokesperson and executive leadership coach who has designed and orchestrated employee engagement activities globally.

Vicki Herrell, Executive Director, QATC and SWPP

Vicki oversees the strategic direction and the day-to-day operations of SWPP and QATC. She brings to the position over 16 years of experience in the call center and WFM industry. She is the editor of SWPP’s On Target newsletter and the WFM Expert Solutions book.

Sheri Greenhaus, Managing Partner, CrmXchange, Moderator

For over two decades Sheri Greenhaus has been involved in nearly every aspect of contact center management. At CRC Information Systems, where she was Vice President of Marketing, Sheri was responsible for sales and marketing strategies for this call center database company. As Director of Hart Hanks Telemarketing, Sheri oversaw the Hart Hanks call center operation.