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

Time: 1 PM Eastern Time

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

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.

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 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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