Practical Ways to Improve Customer Satisfaction Scores

Date Aired: March 30, 2017
Time: 2:30 PM Eastern Time
Presenters: Kristy Powers , Kristin Monaco , Anne Palmerine
Moderators: Erica Marois

Watch the webinar video below.

2017 Global Contact Center Awards Finalists share their best tips on raising your CSAT scores!

Customer satisfaction (CSAT) is one of the most commonly used contact center metrics. In fact, ICMI research estimates that you’ll find CSAT on 87% of contact center dashboards. Measuring satisfaction is straightforward, but acting on that data to improve the customer experience isn’t always easy. Want to know a few secrets to raising CSAT scores? Some of our 2017 ICMI Global Contact Center Awards finalists are ready to share their best tips.

Attend this webinar to learn:

  1. Practical ways to improve customer satisfaction
  2. How improved CSAT scores can impact your bottom line
  3. Unique strategies you can apply to deliver an outstanding customer experience

Join us for an interactive panel-style discussion with three industry thought leaders, including awards finalists in ICMI’s prestigious Best QA/Customer Experience, Best Large Contact Center, and Most Improved Contact Center categories.


Kristy Powers
Kristy Powers
Manager, CCO Quality Service, Navy Federal Credit Union

Kristy is a high energy, hands on Senior Customer Relations and Operations Executive with over 20 years of award winning B2B and B2C expertise in on-site and outsourced contact center design, customer care and revenue development.  She is known for delivering strong and sustainable call quality, service levels, revenue gains, customer loyalty and employee engagement.

Kristy has launched three new contact centers from the ground up & re-engaged two internationally recognized centers. Currently, she leads Quality Service for Navy Federal Credit Union’s 4000 Person Contact Center.

Recently, Kristy led her team through an Evolution of Quality Service where the Contact Center moved from a scored, checklist system to one that is behaviorally based and scoreless.  The results are showing themselves in achievement of the highest levels of member experience and post call survey results as well as higher employee engagement.

Kristy is also a member of the National Speakers Association.

Kristin Monaco, Optoro
Kristin Monaco
Director of Customer Care, Optoro

Kristin Monaco has spent the past nine years implementing and developing small contact centers. Presently, she is the Director of Customer Care at Optoro, a tech startup that processes returned and excess inventory on behalf of major retailers. Across 2016, her department established programs for recruiting, new hire training, quality auditing, and performance-based incentives - in addition to deploying two new vendors for phone and chat.

Kristin’s favorite things about working in contact centers are getting to know the customers, collecting and slicing data, and growing the careers of her team members. If you’re a StrengthsFinder fan, her top five strengths are Maximizer, Adaptability, Positivity, Communication, and Input.

Anne Palmerine
Anne Palmerine
Associate Vice President, Customer Engagement & Enrollment Services, UPMC Health Plan

Anne Palmerine is the Associate Vice President of Customer Engagement and Enrollment Services for UPMC Health Plan. Anne has led UPMC Health Plan in Customer Service for the past twelve years, including Enrollment and Retail. Accomplishments have included implementation of a highly esteemed Health Care Concierge program, implementation of Genesys call center technology, driving one call resolution and service recovery, integration of all member touch points, and achieving JD Power Call Center Certification in 2009, 2011, 2012 and 2014. Achievements have included from ICMI, 2015 Best Large Contact Center, from Stevie Awards, 2015 Contact Center of the Year (Over 100 Seats) and from IQPC, Best in Class Contact Center (Over 200 Seats). Anne has managed in customer service call centers for the past 22 years with a focus on customer retention, growth, and sales.
She has a bachelor's degree from West Virginia University and an MBA from the University of Pittsburgh. ,/p>

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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