april, 2021

12apr1:45 PMRoundtable Zone 3: Measuring the Agent Experience to Propel Contact Center Efficiencies1:45 PM Fab Facilitator: Michael Kropidlowski, Senior Director, Product Marketing, Aspect

Event Details

We all want customers to enjoy the best possible customer service experience, while the enterprise incurs the least possible cost. But sometimes the “least possible cost” objective of workforce productivity and technology clouds our awareness of the human side of the equation. This roundtable session will discuss the effect of agent attitudes during service interactions and how these attitudes are increasingly regarded as an important consideration, as better agent attitudes can often be the difference between a mediocre and an exemplary service experience for your customers.

Key Take-Aways:

  • Key findings of recent research on the agent experience regarding their preferences, opinions about technology, and contact center culture
  • Insight on how these findings can affect agent attitudes in their daily work
  • Techniques to improve the overall agent experience
  • Fresh perspectives and strategies to help keep your agents happy and engaged

Time

(Monday) 1:45 PM

Fab Facilitator

Michael Kropidlowski, Senior Director, Product Marketing, Aspect

Speaker Link

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