NICE CXone Power Hour: 20 Quality Management Ideas to Transform CX in 2021
Do you have a quality program in place, but you’re still not getting the results you desire?
Are your quality scores and CSAT plateaued – or worse yet – declining?
Do you know quality is so important but find that it’s one of the first things pushed to the side when other priorities come up?
Have you heard of the concept of using analytics in your quality program, but don’t really understand what that means?
If you answered yes to any of these questions, then you need to join us for “20 Quality Management Ideas to Transform CX in 2021.” This three-part webinar will include:
An interactive discussion with a panel of seasoned, quality management expertswith 20 new QM ideas for 2021
The opportunity to see what all the hype is about with a live demonstration of CXone Quality Management Analytics
Time to “Stump the Expert”where you can ask our panel any of your burning quality management questions
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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.
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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.
Amir CohenProduct & Sales Enablement Manager, NICEAs a 14 year NICE veteran, Amir has done it all, most recently working as the Product Manager for CXone Quality Management Analytics, where he crafted and executed the vision for CXone Workforce Engagement and how it can make contact centers more agile and agents more empowered and engaged. Amir is passionate about customer and employee experiences, and loves working with CXone to reach their goals.
Kean HealyProduct Expert SME, NICE CXoneKean is a Product and Practice Expert specializing in Quality Monitoring at NICE CXone. With nearly a 10 year tenure, he began his career as part of the Advanced Technical Support team specializing in Workforce Optimization. Kean brings with him several years of call center experience working with companies such as Marriott, Southwest Airlines, Morris Airlines and Unisys and the US Census where he held various management and quality roles.
Robert WilsonProduct Expert SME, NICE CXoneRobert is a Product and Practice Expert specializing in Quality Management solutions. With 25 years of management experience, he has led multiple quality improvement plans including implementing new programs, recognition, and process enhancements. Robert has successfully led the highest performing team in company history for the longest period of time event in all metrics including but not limited to Quality, AHT, and Retention (record has stood for 19+ years).
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Presenters
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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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