Jason Napierski
Maureen Szlemp
Marketing and Communications professional with extensive expertise in strategic planning and program execution to meet or exceed corporate growth goals; leading marketing communications disciplines on a global basis including brand research, visual identity system development and management, public and media relations, web and online marketing, events and trade shows, lead management, database marketing, new product introduction, internal communications, field marketing and channel communications. Managed marketing communications programs and resources for small companies, mid-sized and large
Speech Analytics: A Game-Changer for Immediate & Relevant Agent Coaching Opportunities
Of the many challenges that exist in the call center environment, agent engagement and retention is often one of the most difficult to overcome....
How Speech Analytics Software Can Benefit Business Areas Across the Enterprise
With the proliferation of customer communications channels (voice, email, live chat, social media, etc.), contact centers often find they’re swimming in customer data. The...
What Customers Want: It’s a Simple Question, So Why Is It So Hard to Answer?
In the 2000 comedy film What Women Want, Mel Gibson plays a hotshot advertising executive who shocks himself with an electric hairdryer and wakes...
3 Ways Outsourced Call Centers Can Improve the Hiring and Onboarding Process
In today’s rapidly evolving digital landscape, it’s not uncommon for companies to outsource customer-related services such as contact center solutions to a third-party provider....
Infographic: How Contact Centers Use Interaction Analytics
In today’s competitive, customer-centric marketplace, leading-edge organizations are prioritizing the customer experience in an effort to prevent customer churn and improve loyalty. With the...