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Agent Excellence: Tips for Reducing Turnover and Improving Customer Satisfaction


Air Date: February 18, 2016
Time: 1 PM Eastern Time
Presenters: Jennifer Schonher
Moderators: Erica Marois
Sponsor:

Watch the webinar video below.


Understand how to simultaneously satisfy your customers while motivating your agents to success and job satisfaction.


We all know that the contact center agent plays a critical role in service delivery and ensuring customer satisfaction.  The individuals on the front line must be expert ambassadors of our brand who can effectively navigate a customer’s needs while delivering a consistent experience across channels and interactions.   We also know that our customers are becoming more tech-savvy with an increasing reliance on their connection to devices and a growing demand for consistent and accessible service. 

All of this means that the role of a contact center agent is more complex than ever before and, if ill-prepared, it’s taking a toll on agent turnover, customer satisfaction, and ultimately, the reputations of many organizations.

Attend this webinar to learn:

  1. What ICMI’s research uncovered on the primary causes of agent attrition and job dissatisfaction and tips and ideas to significantly reduce these in your contact center.
  2. How to identify the customer information that is most important to your agents during a customer contact and tips for implementing the tools, processes, and training to ensure that they can effectively maximize their available resources.
  3. The top mistakes contact center leaders make when mapping the agent-customer experience and how to prevent them from happening in your contact center.
  4. How Symantec leverages their own people, processes, and technologies to ensure that they’re able to simultaneously satisfy their customers and motivate their agents.

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

Note: Your contact information, including email, may be shared with Salesforce for the purpose of following up on your interests.


Presenters
Jennifer Schonher, Symantec
Jennifer Schonher
Director, Shared Technologies, Symantec

Jennifer Schonher is the Director of Shared Technologies and Chief Salesforce Architect at Symnatec, where she specializes in helping organizations deal with changing business and technology issues. Symantec is a global leader in providing security, storage and systems management solutions to help customers – from consumers and small businesses to the largest global organizations – secure and manage their information against more risks at more points, more completely and efficiently than any other company.



Moderators
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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