Articles by Kathy
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Customer Experience= Competitive Advantage
Customer Experience= Competitive Advantage
By Kathy Sobus
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What will our contact centers look like in 10 years?
What will our contact centers look like in 10 years?
By Kathy Sobus
Contributions
Activity
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Congratulations Nyla Beth Gawel! So wonderful to see your smiling face and well deserved recognition! #womenintech WOMEN IN TECH®USA
Congratulations Nyla Beth Gawel! So wonderful to see your smiling face and well deserved recognition! #womenintech WOMEN IN TECH®USA
Liked by Kathy Sobus
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I’m excited to announce that I have taken on a new role as Chair at ECAC - Enterprise Communications Advocacy Coalition! 🌟 #newbeginnings…
I’m excited to announce that I have taken on a new role as Chair at ECAC - Enterprise Communications Advocacy Coalition! 🌟 #newbeginnings…
Liked by Kathy Sobus
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The average return on investment for implementing conversational AI in contact centers is huge, with numerous benefits contributing towards this…
The average return on investment for implementing conversational AI in contact centers is huge, with numerous benefits contributing towards this…
Liked by Kathy Sobus
Licenses & Certifications
Publications
Patents
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Outbound effectiveness through management of idle agent pool
Issued US 20130208883
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Using True Value in Routing Work Items to Resources
Issued US US 8,000,989 B1
The patent involves use of the associated value of a contact, based on historic, predicted and current expense to service the customer, when selecting a resource to service the contact.
Honors & Awards
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CRN Women of the Channel 2017 and 2018
The CHANNEL CO. CRN
CRN is the top news source for solution providers and the IT channel, providing up-to-date technology news, IT vendor and product reviews, and channel partner information.
Recommendations received
23 people have recommended Kathy
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Increase employee engagement and productivity with Waterfield Tech’s Workforce Optimization solutions. From Workforce Management to Speech…
Increase employee engagement and productivity with Waterfield Tech’s Workforce Optimization solutions. From Workforce Management to Speech…
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Marketing and CX: a match made in AI heaven! 💫 AI is the matchmaker bringing these two powerhouses together. Marketing grabs attention, CX seals the…
Marketing and CX: a match made in AI heaven! 💫 AI is the matchmaker bringing these two powerhouses together. Marketing grabs attention, CX seals the…
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My kid dropped out of college to be a bartender. I thought my husband was going to have a heart attack when he heard the news. We were taught to…
My kid dropped out of college to be a bartender. I thought my husband was going to have a heart attack when he heard the news. We were taught to…
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Measuring #CallCenter agent and digital experience metrics is a challenge. - Can you analyze and remediate issues quickly? - Can you see your…
Measuring #CallCenter agent and digital experience metrics is a challenge. - Can you analyze and remediate issues quickly? - Can you see your…
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We are looking for Technology Leaders in the UAE who are looking to master the art of conversational design to take their chatbot to the next level!…
We are looking for Technology Leaders in the UAE who are looking to master the art of conversational design to take their chatbot to the next level!…
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Know your competition, but don't just be a copycat. A deep dive reveals your secret weapon - a killer competitive analysis. Consulting provides you…
Know your competition, but don't just be a copycat. A deep dive reveals your secret weapon - a killer competitive analysis. Consulting provides you…
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At Waterfield Tech, we're not just about contact centers; we're about transforming the entire customer engagement experience. With a global reach…
At Waterfield Tech, we're not just about contact centers; we're about transforming the entire customer engagement experience. With a global reach…
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I’m realizing there are limitations to what I can do marketing-wise as a one man army. Next year that changes. The search is on. Marketing…
I’m realizing there are limitations to what I can do marketing-wise as a one man army. Next year that changes. The search is on. Marketing…
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The #TruExperience ™ platform provides a secure, hyper-accurate perspective of the digital experience across your #CallCenter's entire service…
The #TruExperience ™ platform provides a secure, hyper-accurate perspective of the digital experience across your #CallCenter's entire service…
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Feeling stuck in a sea of "me-too" businesses? A consultant can be your innovation life raft! They help craft business models that shatter the…
Feeling stuck in a sea of "me-too" businesses? A consultant can be your innovation life raft! They help craft business models that shatter the…
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Welcome back to one of our Award Winners turned Judges Mary McDonagh to the Judging Panel for the 5th Edition of the Customer Centricity World…
Welcome back to one of our Award Winners turned Judges Mary McDonagh to the Judging Panel for the 5th Edition of the Customer Centricity World…
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Going Manhattan to / from Newark airport? Try BLADE - it’s awesome!
Going Manhattan to / from Newark airport? Try BLADE - it’s awesome!
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