How to Empower Agents to Deliver an Effortless Customer Experience
Empowering contact center excellence for 30 years!

How to Empower Agents to Deliver an Effortless Customer Experience

Date Aired: June 20, 2018

Time: 2:00 PM Eastern Time

Presenters: Annette Miesbach


Moderators: Erica Marois

Sponsor:

Watch the webinar video below.

Agent empowerment is a critical component of the effortless customer experience.

Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers?

Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this?

Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

  • In this webinar, you will learn:
  • Why agent empowerment is prerequisite for a seamless omnichannel customer experience
  • Where to look for disconnects between the service contact centers provide, and the service customers expect
  • How to recognize and remove common barriers preventing agent empowerment

 

Join us for an interactive and informative hour, complete with live audience Q&A.

Reserve your spot!



Presenters

Annette Miesbach

Sr. Product Marketing Manager, NICE inContact

Annette focusses on product marketing for NICE inContact CXone Omnichannel Routing, including the skills-based intelligent routing engine, integrated self-service IVR and the Studio visual routing designer, as well as the MAX - My Agent eXperience - agent interface and all interaction channels. Channels include inbound and outbound, voice and digital, agent assisted and self-service. She is also responsible for the Supervisor and administration interfaces. Prior to joining inContact, she held various positions in Product Management, Channel Support and Product Marketing, adding up to almost 20 years in the customer experience industry.

Moderators
Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager 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: Customer Experience, All About Agents