CLARABRIDGE CEM PLATFORM

Spring 2021 Quality Management
Product Release Webinar

When: April 29, 2021   |   Duration: 45 Minutes

Providing an integrated quality of service across all channels is more important than ever, but it is not easy to do.  In fact, IDG research reports that only 15% of CIOs say their companies do "very well" in maintaining a consistent user experience across communication channels.

At the center of this mission critical initiative are Quality Management and services teams.  As the needs and expectations of customers and employees evolve, so should Quality Management programs. Current programs are often costly, slow, and subjective.  They still rely on call sampling and manual inputs and do not score on outcome-oriented variables in a consistent, transparent, and unbiased way.  To respond to this gap in the market, we are excited to announce the launch of our new AI-augmented Quality Management solution.

Join our first ever Spring Release Webinar on April 29 to see what over 25 of the top brands are already using to modernize their QM programs.  In this webinar, you will learn:

  • What the Clarabridge Quality Management solution entails
  • How our solution works, including integrations with CX analytics
  • What attributes to score for based on key business objectives specific to your organization
  • Ways to transform your coaching methods, empower and retain agents, monitor and track compliance, and improve overall efficiency
  • Why our Quality Management solution is different

Featured Speakers:

 

Lauren Sciacca
Product Manager

Lauren Sciacca is a CX Studio Product Manager at Clarabridge HQ in Reston VA. Coming from the world of B2C and B2B consulting, she has a background in user experience, human-computer interaction, and research. She leads Clarabridge’s efforts usability and accessibility – making CX Studio and the Pulse mobile app a more effortless and efficient experience.

Ryan Murphy
Product Manager Associate

Ryan Murphy is a product manager at Clarabridge, where her not-so-inner linguistics nerd can run free. She is a northern Virginia native, but crossed the Potomac to attend Georgetown University, where she earned her B.A. and a Regent’s Award for her studies in linguistics. She concurrently studied philosophy and cognitive science, which informed her post-grad work as a federal consultant focusing on AI ethics. When she’s not immersed in Intelligent Scoring use cases or brainstorming novel CX Studio features with her team, she can be found testing new recipes, exploring NYC on her bike, or training for marathons and triathlons.

Keegan Brenneman
Principal Product Manager

Keegan Brenneman is a Principal Product Manager at Clarabridge. Originally responsible for Case Management and guaranteeing system governance, he now focuses more on maximizing your Clarabridge experience. This has been demonstrated most notably with the creation of Intelligent Scoring, a patent-pending enrichment engine that makes Quality Management by Clarabridge a reality.

Michele Nieberding
Senior Product Marketing Manager

Michele Nieberding is a Senior Product Marketing Manager at Clarabridge HQ in Reston, VA.  She is passionately curious about marketing, and geeks out over all things data and strategy.  Coming from the B2B SaaS world, she enjoys digging into exactly how technology can advance businesses.  She leads Clarabridge’s contact center product marketing efforts, helping them understand how to use Clarabridge technology to improve the customer and employee experience, reduce costs, and gain operational efficiencies.