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Words Matter: What Leaders Can Learn from What Customers Say

Words Matter: What Leaders Can Learn from What Customers Say

Air Date: August 18, 2021
Time: 2 pm ET

Rebecca Gibson , Nate Brown , Leslie O'Flahavan , Ron Stevenson

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Watch the webinar video below.

Customer experience is king in the contact center, and the keys to the kingdom are the insights contained in chat, email, and phone transcripts – artifacts of the Voice of the Customer.

In this panel discussion, learn how contact center leaders can leverage customer insights to improve the overall experience and empower agents.

Join four industry experts to discuss the following topics and more:

  • What channel proliferation has meant for the customer experience
  • How to leverage your current processes and new technologies to extract customer insights
  • Best practices for engaging with customers in three key channels: chat, email, and phone
  • How to take action on customer insights to improve the quality of the customer experience

Watch On-Demand!

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Rebecca Gibson
Contact Center Consultant, Gibson Learning and Performance

Rebecca Gibson, Gibson Learning and Performance, is a tireless contact center advocate who believes passionate, connected employees are the key to memorable customer experiences. She specializes in practical, creative approaches to contact center training, employee development and support, performance management, and contact center quality. 

With over 20 years of contact center experience, Rebecca has worked in HR and recruiting, training and development, software product design, and consulting leadership. Her consulting and training experience includes Genesys, Magellan Health Services, ICMI, and extended engagements with USAA, Convergys, Verizon Wireless, and Covered California. She’s a frequent contributor to Contact Center Pipeline and other industry publications and currently serves on the ICMI Advisory Board. Connect with her at in/rebeccargibson/ and @gibsonlearning.

Nate Brown
Nate Brown
Sr. Director of Customer Experience, Arise Virtual Solutions

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.


Leslie O'Flahavan
Cofounder, E-WRITE

E-WRITE’s Leslie O'Flahavan has helped thousands of people learn to write well for online customers. She delivers customized writing courses for frontline agents, social media managers, and contact center managers. She is a problem-solver for all the writing challenges faced by contact centers: email, chat, text, and social media. She helps contact centers train agents to write well, measure the quality of their writing, and rewrite their template libraries. In 2018, she completed an overhaul of customer service writing for a global airline’s domestic and international contact centers. Since 2015, Leslie’s been on ICMI’s Top 50 Thought Leaders on Twitter list. She's a LinkedIn Learning (Lynda.com) trainer for the courses “How to Write Customer Service Email,” “Serving Customers Through Chat and Text,” and “Serving Customers Using Social Media.” Leslie is also the author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Connect with Leslie at [email protected] or follow her on Twitter @LeslieO.

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Ron Stevenson
Senior Product Marketing Manager, Dialpad

Ron Stevenson is Senior Product Marketing Manager for Dialpad Contact Center. Based in Seattle, Ron has many years of industry experience launching software products for cloud, mobile, social, and telephony, with companies like Genesys, Salesforce, Microsoft, and several Seattle-area startups.

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Topics: Contact Channels, Chat, Email