How to Empower Agents to Deliver an Effortless Customer Experience

Date Aired: June 20, 2018
Time: 2:00 PM Eastern Time
Presenters: Annette Miesbach , Fancy Mills
Moderators: Erica Marois

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!

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.

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.

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.

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