Tracey Koehler joined the NUG board in 2014 as the Director of Business Applications. She has served as the Chief Administrative Officer and currently contributes as the Voice of the Customer Product Chair, a position she has held since August 2018.
Before we ask you about your role on the NICE User Group Board of Directors, will you tell us about your current job responsibilities?
I’m an Information Analyst 4. I work with all of the NICE WFO products, business support and development. I handle all the business administration, building out views, creating queries, all the speech analytics build out out, feedback, reports, queries – anything that has to do with the system on the inside for the business to be able to leverage the toolkit with all the components.
What path led you to Standard Insurance?
A recruiter contacted me while I was working at Fiserv. Standard was transitioning to NICE from another vendor and I had just launched multiple sites on NICE for Fiserv.
Tell us about your experience using NICE solutions.
I’ve used NICE solutions for over 13 years, leveraging call recording and voice analytics. The technology is ever evolving. The multiple applications expansions have grown and taken on new pieces like RTI.
What do you like best about the NICE User Group (NUG)?
What I like best about NUG is the collaboration between users? It doesn’t depend on your business. You can collaborate general ideas as well as overarching concepts. We can leverage and apply the things people share in our own worlds.
Tell us a little about you, personally.
I have lived from coast-to-coast. I’ve been married for 33 years, and we’re just about done raising the last of four teenagers. When we have an empty nest, we are hoping to travel and scrapbook our adventures.
What advice would you like to offer to those just starting their careers in technology?
Don’t be afraid of technology. Don’t be afraid of change – embrace it. Ask for extra training. At times in my career, if I couldn’t get promoted, I asked for training. Companies are often willing to provide training when the budget may not be there to promote. That’s how I got certified in Six Sigma! And sometimes a promotion would come with a different job and a different company. Keep learning how to do your job better.
What tips and advice do you have for those attending chapter meetings or industry events?
Come with a very open mind. Try to be as extroverted as possible. Put on your extrovert hat even if it’s not your thing. Don’t be afraid to meet new people. And be sure to bring your business cards!
What is your role on the board?
Today my role is around the voice of the customer. I’m helping clients learn how to transition to Satmetrix. And my toes are still in analytics!
What do you like most about doing business with NICE?
NICE is cutting edge, always looking forward.
Any final advice?
For us here at Standard, always reassess the toolkit provided to leadership. If it isn’t working anymore, refine it and find what works for a new year or period of time. We relaunch from time to time and find higher adoption and usage of the tools when we keep it fresh.
