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

Content Director, HDI & ICMI

Justin Robbins is the Content Director at HDI & ICMI. He’s a customer service expert who’s coached thousands of individuals around the globe on contact center best practices. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News, Fox News and numerous other media outlets.

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.


ICMI/UBM Privacy Statement

Topics: All About Agents

QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
More Polls