NICE CXone Power Hour: Disgruntled to Delighted: Using quality management to win over your customers
Often when considering quality management, we think about behavior inside the contact center. What should agents say?…what should agents do?… But really, your quality management program should be focused on behavior outside the contact center. That is – your customer’s behavior.
The best quality management strategy starts with the customer in mind, enabling you to turn even the most disgruntled customers into delighted fans. But sometimes that takes breaking down old QM assumptions and routines, and replacing them with a smarter, more customer-centric approach.
In this interactive webinar, we will talk about how quality management directly impacts your customer experience and how it is one of the contact center’s greatest tools to win over your customers. Lauren Comer and Chad Pritchard of NICE CXone will provide recommendations and tips on how to put your customer at the forefront of your quality management program. And the best part – we will hear firsthand from Polly Wolstenholme, Manager of Customer Experience at Dover Food Retail, about how her contact center has used CXone Quality Management to transform their customer experience. Don’t forget to bring your questions – there will be time for Q&A!
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Webinar Demo Preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
Webinar Demo Preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
Webinar Demo Preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Polly WolstenholmePolly WolstenholmePolly works to develop, implement, and oversee customer experience programs at Dover Food Retail. She collaborates with internal partners to execute voice of the customer initiatives to identify and implement process improvements.
Lauren ComerSenior Product Marketing Manager, NICELauren is a Senior Product Marketing Manager with NICE, focusing on Workforce Engagement. Prior to her role in marketing, Lauren spent time with NICE in Sales Engineering and Business Consulting. She previously led customer service and sales teams at Monsanto and Bank of America, gaining real-world contact center insights and perspective on how NICE can help organizations create meaningful customer experiences
Chad PritchardProduct and Practices Subject Matter Expert, NICEChad Pritchard is a Product and Practices Subject Matter Expert at NICE with over 15 years of experience in the contact center industry prior to working at NICE. Chad has worked for a large contact center as well as a startup contact center, in various management positions in operations, training and human resources. This experience has assisted him with working with organization to improve their business focusing on contact center operations, quality management, speech analytics, and performance management.
Speaker NameJob TitleBody copy
Presenter
Polly Wolstenholme – Manager of Customer Experience – QA and Voice of Customer, Dover Food Retail
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.
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