Vera Bradley Delivers Exceptional CX with Remote Contact Center Agents
The remote and hybrid contact center model brings new-found flexibility and agility, but new and unique challenges, too. How do you keep your remote staff connected, collaborative and motivated? The well-known company Vera Bradley is doing it all successfully—and has been for some time. Since piloting ‘work-from-anywhere’ before the pandemic, the company has accelerated its program with great success. Learn how Vera Bradley consistently delivers exceptional CX while keeping agents inspired and engaged, as Director of Customer Experience Susan Campbell shares first-hand tips and best practices you can begin implementing today.
What you can expect
See why visibility is so important when managing remote/hybrid teams.
Find out how to provide effective coaching remotely and impact agent engagement, motivation, and performance.
Learn ways to keep remote/hybrid teams collaborating with their brick-and-mortar peers and other groups in the organization.
Understand how to guarantee that remote agents have access to the information and tools they need to resolve customer issues and provide exceptional CX.
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Boost your customer experience and build deeper loyalty.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
Webinar Demo Preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
Webinar Demo Preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Susan CampbellDirector – Customer Experience Vera BradleySusan is responsible for the contact center and voice of customer (VoC) strategy at Vera Bradley, a luggage, travel, accessories and handbag design company founded in 1982. Her focus is on collecting and evaluating valuable insights from customers enabling their Agents to provide faster resolution, as well as improve customer satisfaction (CSAT) and boost brand loyalty. Over the past few years, Vera Bradley has implemented NICE CXone for voice and digital channels. Susan has also worked to seamlessly integrate workforce management, implementing a work remote program that has increased agent satisfaction, improving engagement while continuing to drive exceptional experiences for Vera Bradley’s customers.
Brian MistrettaDirector – Product Marketing NICE CXoneBrian is Director of Product Marketing at NICE CXone. He has spent his career marketing both business to business and business to consumer technology solutions. He brings a strong focus to leveraging technology that result in exceptional experiences to customers, meaningful results to businesses and optimizing both processes and culture to help organizations succeed in an experience driven economy.
Bruce BelfioreCEO Benchmark Portal, LLCBruce is CEO and Senior Research Executive of BenchmarkPortal, a leading company in call center benchmarking, certification, training, and consulting, and the host of monthly CallTalk™ online radio program. He is also the provost of the College of Call Center Excellence, taught a Contact Center Management course for Purdue University, is the inventor of iBenchmark™ automated benchmarking, and a well-known industry author and speaker. Bruce holds a Bachelors, M.B.A. and J.D. from Harvard University.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.
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