“Quality” – A Reality Revolution

Presented by

Jennifer Richard, Director Contact Center Operations, McKesson

About this talk

Join Jennifer Richard, Director Contact Center Operations at McKesson as she shares her organizations Quality Revolution journey and how it has led to an elevation of the customer (and agent) experience. An ICMI Certified Contact Center Strategic Leader, Jen has been leading contact centers for over 15 years. Her concept of evaluating and evolving the QA process, then equipping agents with the tools and understanding to be successful, is changing the status quo for her organization.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.