Featured Webinar

The Agent's Value to the Multi-Channel Contact Center

We all know happy agents make happy customers, right? But are organizations providing the tools agents need and the channels customers want? Where is the disconnect?

With the continued momentum around mobile, social, and emerging self-service technologies, we’re clearly hearing the customer’s request for multi-channel support options. Yet, we aren’t as focused on the needs of the agent. And more importantly, we aren’t endowing the agent’s true value to the contact center – customer engagement!

Join us as we connect the ever-changing dots and show you why the agents should be the focal point of your customer engagement strategy and how to best leverage the agent to increase customer engagement in the multi-channel contact center.

During this interactive webinar you will learn:

1. Emerging channel insight to prepare your agents with - including customer expectations, interaction history, and customer preferences

2. How the adoption of emerging channels will change your contact center practices

3. An understanding of the right agent tools and the best channels for agents to effectively handle their new connected customer base

4. The benefits of simplifying the agent desktop

Speakers:

Sarah Stealey Reed
Content Editor, ICMI

Sarah is the Content Editor for ICMI, where she is responsible for the editorial content and community engagement strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through webinars.

  Ian Hunter
Principal Architect, Emerging Channels, USAN

Ian Hunter is Principal Architect of Emerging Channels at USAN. A long-time veteran in the customer contact industry, Ian got his start at Melita International in 1996 and was once named Employee of the Year. Prior to joining USAN in 2012, Mr. Hunter served in a variety of consulting and professional services roles for a virtual who’s who of contact center technology companies including Genesys, Knowlagent, Inovis and Concerto Software (Melita).

Quality Monitoring, Agent Empowerment, Agent Satisfaction/Engagement

The Customer is in Control! Marketing and the Contact Center Talk Multi-Channel Support

Knowledge Centered Support (KCS) as the Key to Great Service

The Best Engagement Practices Your Customers REALLY Want

Customer Satisfaction Measurement/Management, Overall Customer Satisfaction Measurement

Critical Metrics for Standardizing Your Contact Center

Metrics/Performance Measurement, Operations Management Certification, People Management, People Development, Strategic Value Certification