Customer Experience Webinar Series

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About This Series

This webinar series is for the FTA Customer Experience (CX) series, covering a variety of topics every two weeks starting April 23. If you're unable to join, you may view the recording of this session once it is published.

Meet The Presenters

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    Monique Young-Wash, MBA LSSBB
    Executive Director, Service Operations - Indiana Department of Revenue
    Driving Customer Satisfaction, Retention, and Process Improvement - I love what I do!

    Passionate and results-driven cross-functional leader. Accomplished in providing strategy, direction and hands-on leadership within high volume multi-media call center environments. Charismatic leader known for “Mining the Gold” in associates, fostering personal accountability for delivering results. Track record of leading through change, aligning goals and objectives with corporate policies and mission, exceeding operational performance, satisfaction and first call resolution objectives, while elevating the overall customer experience.

    Areas of Expertise:
    Leadership Optimization| Change & Turnaround Management| Start-Up and Large-Scale Strategic Initiative Planning and Implementation| Metrics and Business Function Alignment| In-house and Vendor (3rd Party) Call Center Leadership| Account Relationship Management| Continuous Improvement Initiatives| Cross-Functional Departmental Trend Analysis and Team Collaboration.
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Sessions in this Series
  • C6
    Customer Experience: Enhancing Voluntary Compliance Through Excellent Service
    During this session we will discuss the difference between the concept of Customer Experience and what we have traditional “Customer ... View more
  • E7
    Employee Experience: How Employee Experience Impacts Customer Experience
    One of the key drivers to providing an excellent customer experience is to ensure staff members interacting with customers are happy ... View more
  • H3
    Handling Sensitive Customer Interactions
    Customer Experience representatives often encounter customers requiring a skilled approach. Some customers have received news from t... View more
  • G4
    Gathering and using Voice of the Customer
    Mike Lee with the State of Utah will present what his agency is doing to gather and use the voice of the customer. After his present... View more

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