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: Available On-Demand

Time: Watch It Now

Presenters: Justin Robbins, Amy Millard, Erica 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

Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.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 Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

Connect with Erica:  Twitter: @EricaMarois |  LinkedIn: http://linkd.in/16kW2cj | Google+: http://bit.ly/1zkp9YS  | Email: [email protected]


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