How to Empower People Effectiveness for Proactive Front-Line Action Webinar

Topic: How to Empower People Effectiveness for Proactive Front-Line Action

Online Session

Date & Time:

January 25, 2022, 1PM – 1:30PM EST

Guest Speaker:

Rachel Lane, Senior Solutions Principal, Medallia Contact Center Suite


In today’s competitive market every customer engagement is critical. How do you ensure that your front-line service is continuously optimized at scale while training is geared to a personal level, ensuring each agent is getting the knowledge they need whether they are working in the center or remotely?

Join Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Suite, for a lively discussion on empowering your workforce to deliver exceptional customer experiences.

About the Speakers

Rachel Lane, Senior Solutions Principal, Medallia Contact Center Suite

Rachel has been working in customer experience for the last 13 years right across the omni channel from being a practitioner to a consultant and now leads the contact center practice for Medallia.

The contact center is in a new world of huge transformation and Rachel advises enterprises on the best approach to harness customer and agent engagement from the contact center to drive efficiency, maximize sales opportunity and manage agent development and attrition with a flexible workforce. Rachel is also a CX storyteller, showing practitioners just how the many successful brands continue to achieve massive gains with powerful transformation programs to improve their entire operation by integrating the voice of the customer direct from customer signals and journeys. An expert in ROI management, recommendations are built on driving the customers critical success criteria not a generic view and so can deliver continuous results and drive an agile approach to business improvement and continuity.


Facilitated by

David Singh, Managing Partner, CSPN

David Singh is an experience-driven executive who has built and lead client-facing teams in a range of Fortune 500 and mid-market companies. David has served as a corporate and organizational strategy consultant with Deloitte Inc where he helped clients navigate the financial and human capital impacts of mergers and acquisitions. David has held progressively senior roles within high-growth technology, energy, and consumer finance companies where he has built and led sales, marketing, operations, finance, and customer care teams. David is passionate about helping leaders and organizations simplify their strategy to ensure alignment between internal and external stakeholders and ultimately drive traction towards happy clients and team-members.

David holds degrees from Huron University College at Western University and the Sauder School of Business at the University of British Columbia and is co-author of Hitting Stryde: An Early Career Gen-Y Career Survival Guide.

CSPN Member:
Early Bird Deadline
Registration Deadline

January 18, 2022

Presented and Sponsored by: