Improve Your Agent’s Performance in 983 Simple Steps
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Improve Your Agent’s Performance in 983 Simple Steps

Date: Available On-Demand

Time: Watch It Now

Speakers: Jeff Toister, Keith Pearce

Moderators: Erica Strother Marois


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Join Jeff Toister, Customer Service Expert and one of ICMI's Top 50 Contact Center Thought Leaders, as he and Keith Pearce discuss improving the agent experience to improve the customer experience.

It’s absurd to expect anyone to follow a 983-step process, but that’s exactly how it feels for many customers. We operate in an already complex world, yet many contact centers are compounding the issue with multiple agent desktops, complicated processes, and disconnected systems and tools.  This is a problem, as ICMI’s research found that contact center leaders unanimously agree the agent experience has a direct impact on the customer experience. With so many organizations looking to use the customer experience to differentiate themselves, they must first look to improving their agent performance.

Attend this webinar to learn:

  1. Tips for getting your contact center agents obsessed with service
  2. Best practices for implementing the people, processes, and technologies that align with your desired customer experience
  3. The steps one company has taken to improve agent performance by simplifying their desktop experience

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


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

Jeff Toister

Jeff Toister

President, Toister Performance Solutions, Inc.

Jeff is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He has also authored over ten training videos on including Customer Service Fundamentals, Working With Upset Customers, and Leading a Customer-Centric Culture. His company, Toister Performance Solutions, helps customer service teams unlock their hidden potential through customer service training, surveys, and creating customer-focused cultures. Jeff is on ICMI's list of the top 50 contact center thought leaders on Twitter and was recently named one of the world's Top 30 Customer Service Professionals by Global Gurus.

Keith Pearce

VP of Product Marketing, Salesforce

Keith is Vice President Product Marketing Service Cloud at Salesforce. He brings nearly twenty years of experience to the customer service arena, and has worked with customers and partners across the globe to understand the importance of customer service and its application in their business.  He is a frequent speaker, author and thought leader in the customer service industry.  Prior to Salesforce, Keith worked at Genesys where he was responsible for Corporate Marketing. He holds degrees from the University of Florida and Georgetown 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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Topics: All About Agents, Customer Experience, Technology

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