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

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

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

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 Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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Topics: All About Agents

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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