ICMI Webinar - Empower Every Agent to Be Your Best Agent
Empowering contact center excellence for 30 years!

Empower Every Agent to Be Your Best Agent

Date Aired: Oct 30, 2014

Presenters: Justin Robbins, Amy Millard, Erica Strother Marois

Sponsor:

Watch the webinar video below.

This informative webinar covers the latest customer service trends, and reveals the most common obstacles contact center agents and customers face in this multichannel world and how to overcome them. You’ll learn how to empower every agent to be your best agent!

Smartphones, tablets, and wearable technology all make life more convenient, but when one thing goes wrong in our “World of Connected Things”, it can be a nightmare for consumers and support teams.

Today’s customers want easy and immediate solutions to their problems.  Contact center managers and agents are under increased pressure to achieve first contact resolution and lower cost per contact, all while lowering handle time and improving customer satisfaction. This can feel overwhelming, but with the right training, processes, and technology it doesn’t have to be so stressful!

ICMI Senior Analyst Justin Robbins will reveal today’s biggest challenges for multichannel contact center agents, and Amy Millard, VP Marketing, Support.com will share how you can take your support to the next level by optimizing live customer support interactions. Plus, you’ll learn how to simplify and  transform both the agent and customer experience.

During this webinar you will learn:

  1. The biggest challenges customer support teams face today
  2. The most common obstacle customers now face when seeking support
  3. How to empower your agents to meet the needs of today’s connected customers
  4. Steps you can take to transform both the agent and customer experience

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



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

Amy Millard

Amy Millard

Vice President, Marketing, Support.com

Amy leads corporate marketing, product marketing and demand generation for Support.com. Amy has over 20 years of experience in software marketing, and has led marketing for leading global software and services companies. Prior to Support.com, Amy ran marketing at Hearsay Social, provider of cloud enterprise social media software for sales and marketing. Amy also managed world-wide marketing and demand generation for MarketTools, a provider of cloud software and services for customer experience and market research. Amy earned her BS in Electrical Engineering from Rice University and her MBA from Stanford University.

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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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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