Survey Says: It's Time to Reimagine Quality Management!

Date Aired: April 24, 2019
Time: 2 pm ET
Presenters: Lauren Maschio , Fancy Mills
Moderators: Erica Marois

Watch the webinar video below.

If you're looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, don't miss this webinar.

According to new ICMI research, only 16% of contact center leaders strongly agreed that their QA program was setting them up for success. Are you part of the 84% that aren’t completely sold on your QA program? If so, mark your calendar! Join us on April 24 to get an exclusive first look at the soon-to-be-released results from our recent quality management and analytics study. Whether you’re looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, you don’t want to miss this!

During this webinar, you will learn:

  • What ICMI’s research reveals about the current state of quality management and analytics in the contact center
  • How contact center leaders feel about the impact and influence of quality management on their organizations
  • How you can leverage predictive analytics to take your quality to the next level

Join us for an interactive and informative hour, complete with live audience Q&A. 

Reserve your spot!

Lauren Maschio
Product Marketing Manager - Quality Management, NICE

Lauren Maschio has more than 20 years of marketing leadership experience in the high technology industry, with more than 10 of those years in the contact center market. As a NICE product marketing manager for the quality management solutions in the WFO portfolio, Lauren is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to joining NICE, Lauren held senior-level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel), and CrossComm. She received her bachelor’s degree in marketing from Babson College and her MBA from Northeastern University.

Fancy Mills
Fancy Mills
Group Training and Content Director, HDI & ICMI

Fancy Mills has 20 years of experience specializing in training, consulting, recruiting, and workforce management.

Fancy's experience is focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As a corporate trainer since 2000, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training for Fortune 500 companies in the areas of process improvement, quality management, customer service, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD, and was also a speaker for the 2016 TEDx TAMU, speaking on The XYZ Strategies for Succeeding in a Multi-Generational World.

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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Topics: Best Practices, Strategy, Analytics And Benchmarking