ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


4 Keys to Improving Agent Satisfaction

4 Keys to Improving Agent Satisfaction

Air Date: August 21, 2019
Time: 2 pm ET

Chris Hanna , Gayathri “G3” Krishnamurthy

Moderators: Fancy Mills
NICE Cxone logo

Watch the webinar video below.

Join us on Wednesday, August 21, to learn the 4 keys to improving agent satisfaction!

Customer satisfaction has long been a top priority for the contact center, but in today’s competitive job market, agent satisfaction is a growing concern for leaders. In a traditionally high-stress, high-turnover industry, every leader wants to know the secret to agent happiness. There’s no magic bullet, but based on brand new ICMI research, we’ve identified four keys to improving the employee experience in the contact center. What do the most engaged employees have in common, what are the top drivers of dissatisfaction, and how might this new insight help your team improve morale and performance, all while boosting CSAT? Join us on August 21 for an eye-opening discussion!

During this webinar, you will learn:

  • What the most satisfied contact center agents have in common
  • What new ICMI research reveals about top drivers of agent dissatisfaction
  • How you can better align your people, processes, strategy, and technology to improve 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!

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. At Evolving Management, Chris provides solutions to help leaders and companies rethink and evolve their approach to managing. In 2018, Chris was recognized as an ICMI Mover & Shaker in the category of Workforce Manager. In 2019 & 2020, he has also been an ICMI Featured Contributor. Earlier in 2020, Chris was also recognized as one of ICMI’s Top 50 Thought Leaders to Follow on Twitter. Chris also hosts his own podcast – The Chris Hanna Show – where he shares ways for leaders to improve their impact, productivity, and performance.

Gayathri “G3” Krishnamurthy
Gayathri “G3” Krishnamurthy
Product Marketing Director, NICE inContact

Gayathri (G3) Krishnamurthy 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.

Fancy Mills
Fancy Mills
Group Training and Content Director, HDI & ICMI

Fancy Mills has 20 years of experience specializing in training, consulting, recruiting, and workforce management.

Fancy's experience is focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As a corporate trainer since 2000, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training for Fortune 500 companies in the areas of process improvement, quality management, customer service, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI, and ATD, and was also a speaker for the 2016 TEDx TAMU, speaking on The XYZ Strategies for Succeeding in a Multi-Generational World.

ICMI/UBM Privacy Statement

Topics: Best Practices, Agent, Culture And Engagement