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Empower Every Agent to Be Your Best Agent


Date Aired: Oct 30, 2014
Time: 1 PM Eastern Time
Presenters: Justin Robbins , Amy Millard , Erica Marois
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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 Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.



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