Building the Right Customer Experience Team
Empowering contact center excellence for 30 years!

Building the Right Customer Experience Team

Date Aired: December 12, 2013

Presenters: Sarah Stealey Reed, Andrew Maher, Robert Bachman, Erica Strother Marois

Sponsor:

Avaya

Watch the webinar video below.

Join us for an exciting and interactive hour of case studies, best practices and research. We’ll talk about what REALLY comprises Customer Experience Management and help you build your rock star team!

As contact center professionals, we all know the importance of the customer experience. We also know that the customer is shared across many departments and corporate initiatives. So how should the contact center set themselves up for Customer Experience Management (CEM) success? What processes, team members and technology are needed to better manage the customer experience in this ever-connected world?

ICMI and Avaya are excited to share with you recent research results from our CEM "Hot Buttons" survey.  You’ll hear how real companies have structured their customer experience teams and what resources, planning, and technology is needed to give you a competitive advantage. Avaya will provide case studies and best practices proven to drive higher customer satisfaction and engagement.

You will learn: 

  1. How successful organizations have designed their CEM programs to benefit the company, the customer and the contact center
  2. Expectations and demands of connected customers, across many industries and verticals, and their impact on CSAT and NPS
  3. The right methodologies of CEM measurement and the metrics of the future
  4. An understanding of how data is being used to better the customer and agent experience



Presenters

Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn

Andrew Maher

Digital Interaction Specialist, Avaya

Andrew Maher is a 20 year veteran of the customer experience arena. For over 17 years he has been working with Avaya’s clients across the globe.

He is an award winning leader and speaker in the area of new media and its role within enterprises and their interactions with customers. When consulting with clients Andrew describes himself as B2B2C focused, his concern is of his customer’s customers. As a certified social media strategist he is addressing the CxOs of Fortune 100s to develop with them the needs of this up and coming interaction channel.

Andrew is based in Frankfurt, Germany.

He can most easily be found on Twitter @serviceplease20 where he talks about the Enterprise 2.0, Customer Service and how to tame those digital customer interactions.

Robert Bachman

Director, Customer Experience Worldwide, Avaya

Robert helps guide companies toward a world class customer experience program. He has a diversified background in customer surveys using Net Promoter Score, loyalty, and customer satisfaction. His areas of expertise include quality management, product reliability, project life-cycle management and manufacturing, in a high volume, high technology manufacturing and engineering environment.

Prior to joining Avaya, Robert worked for Motorola.

 

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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