Advertisement

Practical Ways to Boost Agent Morale


Date Aired: May 22, 2019
Time: 2 pm ET
Presenters: Jeff Toister , Darryl Addington
Moderators: Erica Marois
Sponsor:

Watch the webinar video below.


Join us to find out how you can practically refine your people, process, and technology strategies to overcome some of the common obstacles to high morale and engaged employees.

Is agent morale a top challenge for your team? Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle. Even leaders with the best intentions tend to struggle to get agents to bring their best selves to work each day. The result? Disengaged agents, poor service, and frustrated customers. It doesn’t have to be that way! Join us on May 22 to find out how you can practically refine your people, process, and technology strategies to overcome some of the common obstacles to high morale and engaged employees.

During this webinar, you will learn:

  • The counterintuitive reason why motivation is a top challenge for contact center agents.
  • A critical link between agent morale & empowerment that's vital to delivering extraordinary customer experiences
  • How Five9 Genius™ Intelligent Cloud Contact Center can empower your agents, helping you transform both the employee and customer experience

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

Reserve your spot!


Presenters
Jeff Toister
Jeff Toister
President, Toister Performance Solutions, Inc.

Jeff helps customer service teams unlock their hidden potential.

He is the best selling author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com). Jeff's 15 training videos on LinkedIn Learning include Customer Service Foundations and Leading a Customer-Centric Culture.

Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.

Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Web: www.toistersolutions.com

Twitter: @toister

Blog: www.insidecustomerservice.com

 

Darryl Addington
Darryl Addington
Director of Product Marketing, Five9

Darryl Addington is the Director of Product Marketing at Five9. He has more than 24 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. He specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.



Moderators
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.


ICMI/UBM Privacy Statement

Topics: Strategy, Agent, Morale