CCW hAS A NEW HOME!

June 22 - 26, 2020 | Caesars Forum

Matthew Storm

VP Marketing Jacada

Matthew Storm is the Vice President of Marketing for Jacada and has been evangelizing and promoting customer experience solutions for over 20 years. Previously he was running marketing programs for contact center technology providers such as NICE Systems, OpenText and QPC in the Americas, Europe and Middle East. Before working in the CX technology space, Matthew got his start in the contact center industry back in the 1990s while working for Dell Computer and various startups where he implemented solutions for workforce management, recording, analytics, predictive dialers and CRM. Matthew has been mentioned in publications such as The Wall Street Journal, The Washington Post, Bloomberg and has presented in over 20 countries on topics such as customer satisfaction, predicting churn, multi-channel communications and employee engagement. Matthew holds a degree from Oklahoma State University and has an MBA from St. Edward’s University.

Day Four - Main Conference And Expo: Thursday, June 27, 2019

Thursday, June 27th, 2019

10:50 AM Understanding the Impact of Robotic Process Automation (RPA) on Agent Engagement

During this session you’ll hear from Rini Fredette from PSCU and Matthew Storm from Jacada as they review the impact of RPA on the contact center at PSCU.  Come to hear how the PSCU is changing contextual agent guidance and unifying the agent desktop experience into a single application, while improving the overall contact center agent experience.  Key metrics and agent engagement discussion points will include:
  • Reducing overall agent talk time by providing a better experience on the desktop
  • Improving metrics such as member experience, quality scores, FCR, handled time, upselling and more
  • How agent scripting and guidance plays a role in digital self-service adoption
  • Impact of agent engagement initiatives on training, agent retention and customer satisfaction 

Check out the incredible speaker line-up to see who will be joining Matthew.

Download The Latest Agenda