Customer Interview Series: Smooth Sailing Ahead with Analytics and Automation

Tuesday, April 3, 2018 | 2:00 PM, ET | Duration: 1 hour

What happens when a premier cruise line makes business outcomes a top priority? Join this Customer Interview Series webinar, hosted by Greg Sherry, Verint vice president marketing, on the power of analytics and automated quality management. Michael and Marie with Holland America Line will share their insights and experiences on driving customer engagement excellence and adding real value to the business.

Learn how:

Automating your quality program — from scoring through coaching — can provide real value to frontline employees, your customers and your company.
Leveraging speech analytics to identify and implement innovative business improvement solutions delivers tangible benefits.
Leveraging performance management scorecards as a management framework drives improvements in sales conversions, schedule adherence and availability.

Speakers

Marie McKechnie

Manager Inbound Consumer Sales, Quality and Speech Programs – Holland America Line

Marie is a customer service management professional with experience in call center operation, analytics, sales, service and collections. She has demonstrated accomplishments in management, coaching, process development and customer service team development.

Michael McKinney

Manager, Workforce Planning – Holland America Line

Michael is manager, workforce planning whose primary responsibilities workforce management, performance management, contact center reporting and analysis. Michael is a long time thought leader and contributor at Verint’s Engage global customer conferences.

Greg Sherry

Vice President, Marketing – Verint

Greg’s background includes marketing, business development, business optimization and customer success. He is an author and industry speaker on topics including analytics, automation, AI and customer experience.

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