A Jacada Webinar Featuring a Panel of Experts in Customer Service Automation:

By battling customer service complexity with agility, you become a hero to your customers.

Held on Wednesday, March 25th at 1 PM EDT


As businesses grapple with the economic impact of the Coronavirus (COVID-19), customer call centers are dealing with the people side of things. Customers are anxious; call volume is high.

Join our panel of experts for a fluid discussion on how to manage call center operations in the wake of unexpected events such as the coronavirus outbreak.

We will review best practices, demo innovative automation solutions that simplify employee and customer experience in high risk interactions, and share actual results from implementations in high stake environments. 

What You’ll Learn:

  • Managing Heightened Customer Anxiety
  • Empowering your Work-at-home Customer Service Workforce
  • Managing Unexpected Spikes in Contact Volumes
  • Minimizing Onboarding Time, Processing Time and Error Rates
  • Minimizing Stress for IT & Driving an Agile Operation
Who should attend?
  • Customer Operations, Contact Centers & Customer Service
  • Customer Experience Strategy & Execution
  • COOs, CIOs, CTOs and Digital Transformation
  • Business Continuity

Rini Fredette

Senior Vice President, Contact Center Services & Solutions at PSCU

As Senior Vice President of Contact Center Operations, Rini provides the overall leadership, vision, and strategic direction for PSCU’s Contact Center Operations. Her contact center services more than 10 million calls from credit union members per year, acting as a valuable extension of every credit union and providing a truly seamless member experience. Rini has played various leadership roles in IT, Strategic Risk, Enterprise Risk Management, Compliance Governance, Business Continuity & Disaster Recovery.

Martin Hill Wilson-1

Martin Hill-Wilson

Founder, Customer Service & AI Engagement Strategist at Brainfood Consulting

Martin is a Customer Service, CX & AI Engagement strategist and facilitator. He provides keynotes, masterclasses and transformation frameworks on omni-channel contact strategy, customer based quality management, emotion management for customer engagement and AI driven customer service

Kumaran Shanmuhan

Kumaran Shanmuhan

Chief Growth Officer at Jacada

Kumaran heads up solution marketing and solution consulting at Jacada to influence product innovation and go-to-market strategy for Jacada's pioneering solutions. Besides taking on customer experience challenges, Kumaran enjoys advising non-profits on using technology to drive cause marketing and helping technology start-ups develop compelling go-to-market strategies. 

Hi. I'm Rachel. Nice to meet you.

Rachel Decker


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