Test your CX expertise and win customers for life with digital-first service



The shift from traditional call center to modern omnichannel contact center can feel as different as the shift from storefront to ecommerce. And when you consider all the new forms of communication and consumer preferences, it’s clear that businesses need to embrace the digital era in order to compete and succeed.

Tune in to our first-ever live game show and learn what it takes to deliver digital-first service that rewards you with customers for life.

What you can expect

  • Learn how to embrace customers’ digital lifestyles
  • Get tips for handling increased call volumes
  • Explore new ways for agents to resolve issues faster
  • Find out how to make interactions easier for customers

Presenters


Rachell McConkie
NICE inContact, Sales Engineer

As a Sales Engineer for NICE inContact, Rachell is responsible for creating technological workflows to empower customers business goals. She specializes in increasing contact center agent efficiencies, decreasing labor costs and increasing customer experience satisfaction. Rachell is a subject matter expert in the NICE inContact Digital First offering. She frequently demonstrates custom product solutions for clients across a wide range of industry verticals. Rachell joined NICE inContact in 2017 as an Account Executive and prior to 2017, she worked as a Sales & Marketing Manager for a library software company where she ran point with social media interactions and routing to manage brand messages across all channels.

Susan Campbell
Vera Bradley, Director of Customer Experience

Susan 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 inContact 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.

Michelle Torres
Zendesk, Sr. Manager of Tech Alliances & Marketplace

Michelle joined Zendesk in 2016 where she focused on growing our app and partner ecosystem within the Zendesk Marketplace. She is Senior Manager on the Zendesk Technology Alliances team and manages some of our most strategic Contact Center partnerships.