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Improving Your Agent Experience, One Step at a Time


Date Aired: December 20, 2019
Time: 2 pm ET
Presenters: Gayathri “G3” Krishnamurthy , Chris Hanna
Moderators: Roy Atkinson
Sponsor:

Watch the webinar video below.


Join us on Wednesday, December 11 at 2:00 PM ET for an interactive and informative hour designed to improve the agent experience in your contact center.

Recent research on the state of agent experience and engagement in today’s contact centers revealed how and why agent experience (AX) is foundational for good customer experience (CX), and how organizations are measuring AX. Based on this and earlier research on the topic, ICMI has developed a maturity model for AX.

In this webinar, we’ll explore the maturity model, as well as the underlying research, and explain how organizations can improve AX one step at a time, netting better results for the organizations and for their customers.

Attendees will learn:

  • How to approach the challenge of motivating agents over the long haul
  • How to establish a framework for AX maturity
  • The five stages of AX maturity
  • How to improve the agent experience, one step at a time

Reserve Your Spot!


Presenters
Gayathri “G3” Krishnamurthy
Gayathri “G3” Krishnamurthy
Product Marketing Director, NICE inContact
Gayathri (G3) has led Global Product Marketing and Product Management for several years leading B2B SaaS companies. She has built and launched customer service products in 3 different flavors – CRM, pure play customer service and contact center software. Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience.
Chris Hanna
Chris Hanna
Founder & Management Coach, Evolving Management

Chris Hanna has built and led teams that support the customer experience across a variety of different industries. He’s passionate about developing high-potential talent and game-changing cultures, through continuous improvement that enhances both the employee and customer experience. At Evolving Management, he provides solutions to help leaders and organizations evolve their impact and effectiveness. Chris was also a 2018 ICMI Mover & Shaker in the category of Workforce Manager. In 2019, he joined ICMI’s Featured Contributor panel, providing resources for the contact center community. Most recently, he was also a speaker at ICMI Connections. Connect with Chris on LinkedIn and Twitter or email chris.hanna@evolvingmanagement.com.



Moderators
Roy Atkinson
Roy Atkinson
Senior Writer/Analyst, HDI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Agent, Maturity