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Premier retailer J.Jill shares the details on how they moved beyond just problem-solving with live chat. And how they achieved a 96% satisfaction rating—even while rolling out a new web platform.

Watch as eMarketer moderates a Tech-Talk Webinar presentation featuring Faythe Shortelle, contact center vice president of J.Jill, and Tara Sporrer, senior vice president of marketing at goMoxie. They discussed practical, real-world examples you can put in place now—even if you have limited resources.

View the webinar to learn:

• How to increase the effectiveness of your current digital engagement strategy with context, placement and analytics
• How to leverage customer journey data to engage customers in specific critical moments
• How to use insights from chat to improve operational performance
• How to accurately forecast staffing needs based on business operations and seasonality

PRESENTERS

Faythe Shortelle is the Vice President of Contact Center Operations at J.Jill and has been a member of the J.Jill team since 1999. She has executive experience in the development and execution of Contact Center policy and programs to support multi-channel Direct Marketing businesses with an emphasis on maximizing efficiency and profitability through on-going operational refinement.

Tara Sporrer is a customer operations and marketing professional with more than 15 years of experience in the enterprise software industry. As goMoxie’s SVP of Marketing, Sporrer is responsible for delivering corporate communications and marketing programs that drive the company’s market presence, revenue and profitability.