Join us for an Eastern Chapters Regional Event on May 25, 2021, sponsored by Intradiem! This is a chance for all eastern regional chapter members to come together, hear updates from IAUG HQ, Avaya, and enjoy a presentation by Intradiem. Attendees will have a chance to win giveaway prizes, and stick around until the end for a networking activity with other chapter members and Intradiem! By registering for this event, registrants agree to have their registration information shared with IAUG and the sponsor, INtradiem. If you wish to have your information removed please contact chapters@iaug.org .
We look forward to seeing you online!
Avaya Spaces Information:
Please use this link to join via Spaces, please note that Chrome is the most compatible browser. Space ID: 867-424-031
Dial-In Numbers
CANADA (Toll Free): +1 855-378-8822
US (Toll Free): +1 855-378-8822
CANADA: +1 647-799-6626
US: +1 513-912-0606
Agenda:
3:00: Welcome – IAUG HQ and Chapter Leaders
3:15: Avaya Presentation, Composable Environments and Emerging from the Pandemic - Carolyn Laffan - Sr. Manager, Global Executive Briefing Program and Billy Smith, Sales Engineer
3:45: Intradiem Presentation, Harnessing Call Center Data- A Real World Story
4:45: Wrap-Up and Prizes
5:00: Networking Activity Begins - Sponsored by Intradiem
Intradiem Presentation Details
Harnessing Call Center Data- A Real World Story
Intelligent Automation turns data insights into call center action
Call centers generate massive amounts of data, which could be harnessed to drive productivity. But most centers are not equipped to process that data in real time—when it’s most useful. Intelligent Automation can help by empowering customer service teams to convert raw insights into profitable actions.
Hear from the Intradiem team as they share why solving the call center data problem is crucial for improving customer experiences.
You will learn more about:
- How Canada’s largest communications and media company solved the challenge of taking advantage, in real time, of the massive amounts of data generated by their call centers
- The positive impacts of automation when applied alongside, not in replacement of, humans to improve efficiency, while also increasing employee engagement and customer satisfaction
Speaker Bios
Haresh Gangwani, EVP Global Alliances
- Agent engagement and customer experience evangelist with 20+ years contact center experience
- Co-founder and CEO of a Customer Success management platform company
- Prior roles include executive roles in Product Strategy, Business Development and Strategic Alliances
- Passionate about helping contact centers improve efficiencies while delivering the best possible experience
Jennifer Lee, Chief Strategy Officer
- Jennifer has 20 years’ experience in the contact center industry in roles spanning operations, quality, workforce management, and client services.
- Prior to her current role, Jennifer led the Customer Success organization at Intradiem, where her team was pivotal in achieving the historic milestone of one billion automation actions.
Kevin Jolliffe, SVP North America
- 20+ years of global executive operational experience specializing in Workforce Planning, Outsourcing, Remote Agent models and contact center technology
- Known to challenge traditional thinking and implement innovative technologies to drive efficiency
- Industry thought leader and innovator keen to shape the future of intelligent automation in the contact center industry
Larry Swift, Director of Solution Consulting
- Responsible for guiding Intradiem’s customers in their workforce automation journey, helping them design a program to achieve significant cost savings, improve agent engagement and the end-customer experience
- 10+ years leadership in contact center operations
- Known for abolishing manual processes and creating a better work experience for agents
