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The secret to making agents jump for joy: The one thing Employers of Choice never miss
- Removing friction from processes and technology
- Delivering ongoing training and coaching
- Providing the right tools and solutions
- Listening to agents and acting on their feedback
The contact center research is clear: Agent experience (AX) is at the center of customer experience (CX). Happy workers make customers happy—and happy customers spend more and cost less. But, with the pandemic continuing to roil personal and working lives, managing customer interactions and improving customer satisfaction remain critical challenges and place AX high on contact center leaders’ list of strategic priorities. Join experts for findings from the latest State of Agent Experience Survey—including data about what it takes to become an Employer of Choice—as well as insights into customer satisfaction and what lies ahead.
What you can expect: 4 focus areas
What you can expect: 4 focus areas
Tim McElgunn
Principal Analyst
ICMI
Principal Analyst
ICMI
Tim is Principal Analyst for HDI and ICMI, producing and managing content and events for its community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, he has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.
Jenny Dempsey
Consumer Experience Manager
Apeel Sciences
Consumer Experience Manager
Apeel Sciences
Jenny is the Consumer Experience Manager for Apeel Sciences and its sister company, FruitStand.com. With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized over the years for her work, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.
Speakers:
Tamsin Dollin
Senior Product Marketing Manager
NICE CXone
Senior Product Marketing Manager
NICE CXone
Tamsin has a passion for “connecting the dots” on what it takes to deliver a better customer experience in today’s digital world. Prior to marketing, she spent 20+ years in high-tech as a docs writer and contact center trainer.
