Watch the OnDemand panel discussion and gain access to related resources

Hear firsthand accounts from leaders at Vera Bradley and Michigan 2-1-1 as they share how building in agility transformed their contact centers. From service delivery to the technology that supports it, things have never been the same – and their stories of success explain why.

What you can expect

  • Get how-to tips for building in adaptability
  • Learn what to look for and what to avoid
  • Discover new ways to reach more customers more quickly
Presenters:
Susan CampbellDirector of Customer Experience, Vera BradleySusan is responsible for the contact center and voice of the customer strategy at Vera Bradley, a luggage, travel, accessories and handbag design company founded in 1982. Her focus is on collecting and evaluating valuable insights from customers enabling their customer service representatives to provide faster resolution, as well as improve customer experience and boost brand loyalty. Over the past 18 months, Vera Bradley has implemented NICE CXone for voice and digital channels. In addition, Advanced Chat for CXone solution is used for web chat and interacting with customers through SMS text message. They seamlessly integrated workforce management, and have implemented a “Work Remote” program to increase agent satisfaction. Prior to Vera Bradley, Susan worked in Telecommunications, Sales and Customer Care in the US, as well as the UK.
Hassan Hammoud Executive Director, Michigan 2-1-1 

Hassan is drawn to the kind of work that brings together many facets of society, finding great satisfaction in fostering cross-sector collaboration and integration to help solve our communities most pressing needs. He earned a Master of Social Work from Wayne State University in 2009, always believing that social work was more of a life-long calling than a career, he gains a great deal of personal and professional satisfaction in his ability to assist and empower vulnerable populations. With over a decade of experience in the nonprofit sector, he now serves as the Executive Director of Michigan 2-1-1, where he works to strengthen the foundational partnerships and systems that provide access to community resources for hundreds of thousands of Michigan residents each year.

Gayathri “G3” Krishnamurthy Product Marketing Director, NICE CXone Gayathri (G3) has led Global Product Marketing and Product Management for several leading B2B SaaS companies. She has built and launched customer service products in 3 different flavors – CRM, pure play customer service and contact center software. Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience.