Agent Excellence: Tips for Reducing Turnover and Improving Customer Satisfaction
Empowering contact center excellence for 30 years!

Agent Excellence: Tips for Reducing Turnover and Improving Customer Satisfaction

Date Aired: February 18, 2016

Time: 1 PM Eastern Time

Presenters: Justin Robbins, Jennifer Schonher


Moderators: Erica Strother Marois

Sponsor:

Watch the webinar video below.

Understand how to simultaneously satisfy your customers while motivating your agents to success and job satisfaction.


We all know that the contact center agent plays a critical role in service delivery and ensuring customer satisfaction.  The individuals on the front line must be expert ambassadors of our brand who can effectively navigate a customer’s needs while delivering a consistent experience across channels and interactions.   We also know that our customers are becoming more tech-savvy with an increasing reliance on their connection to devices and a growing demand for consistent and accessible service. 

All of this means that the role of a contact center agent is more complex than ever before and, if ill-prepared, it’s taking a toll on agent turnover, customer satisfaction, and ultimately, the reputations of many organizations.

Attend this webinar to learn:

  1. What ICMI’s research uncovered on the primary causes of agent attrition and job dissatisfaction and tips and ideas to significantly reduce these in your contact center.
  2. How to identify the customer information that is most important to your agents during a customer contact and tips for implementing the tools, processes, and training to ensure that they can effectively maximize their available resources.
  3. The top mistakes contact center leaders make when mapping the agent-customer experience and how to prevent them from happening in your contact center.
  4. How Symantec leverages their own people, processes, and technologies to ensure that they’re able to simultaneously satisfy their customers and motivate their agents.

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

Note: Your contact information, including email, may be shared with Salesforce for the purpose of following up on your interests.



Presenters

Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Jennifer Schonher, Symantec

Jennifer Schonher

Director, Shared Technologies, Symantec

Jennifer Schonher is the Director of Shared Technologies and Chief Salesforce Architect at Symnatec, where she specializes in helping organizations deal with changing business and technology issues. Symantec is a global leader in providing security, storage and systems management solutions to help customers – from consumers and small businesses to the largest global organizations – secure and manage their information against more risks at more points, more completely and efficiently than any other company.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


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Topics: All About Agents

QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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