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How to Optimize Productivity, Effort, and Service by Transforming the Agent Experience


Air Date: December 16, 2020
Time: 2 pm ET
Presenters:

Becky Roemen , Tim Richter

Moderators: Andrew Gilliam
Sponsor:
twilio

Watch the webinar video below.


Join us on Wednesday, December 16, at 2:00 PM ET for an interactive and informative hour where we will discuss how to transform the agent experience.

Agents genuinely want to help customers and contribute to their organizations’ success, but too often frustrating technology stands in their way—it wastes their time and makes it harder to deliver a level of service they can be proud of. According to ICMI research, nearly half of all agents in large contact centers must juggle more than seven applications; some have to wrangle more than fifteen! It's no surprise that most agents cited navigating multiple screens and interfaces as their top challenge, but rigid technology and constrained budgets have tied leaders' hands.

It doesn't have to be this way! Flexible technology can enable nearly unlimited customization, providing agents with the tools they need right when they need them. Best of all, managers can act on agent feedback to continuously improve usability and productivity. In the end, customers are served faster and more accurately by better-informed, happier agents.

In this webinar, you'll learn why:

  • Agent effort impacts the cost and quality of service
  • Consolidating distributed resources improves customer service
  • Intuitive tools can speed up time to proficiency

Reserve Your Spot!


Presenters
Becky Roemen
Becky Roemen
Manager, CX Solutions and Consulting, Avtex

Becky Roemen innovates for clients in customer experience strategies and the contact center operations space. She’s particularly passionate about marrying contact center operations into the larger customer experience initiatives, and she's an accomplished leader of digital, operational, and customer experience transformations. Becky has been recognized as an ICMI Top 50 Thought Leader in the industry several years running and her articles can be seen in several trade publications. Becky was named Technology Thought Leader of the Year for the 2019 ICMI Movers & Shakers Awards and was named one of CloudCherry's 2019 CX Influencers of the Year. Most recently, she was named a Top 150 Global Customer Experience Thought Leaders and Influencers of 2020 by CX Insider.

Tim Richter
Tim Richter
Senior Product Marketing Manager, Twilio

Tim Richter is Senior Product Marketing Manager for Twilio Flex. He has over 15 years of experience in the communications industry in product management and product marketing roles. As a frequent speaker and content contributor for the contact center industry, Tim enjoys examining evolving market trends and communicating innovative customer solutions to educate and inspire. You can reach him at [email protected].



Moderators
Andrew Gilliam, ICMI Featured Contributor
Andrew Gilliam
Associate Analyst , HDI & ICMI | Informa Tech

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. He now serves as one of ICMI's in-house subject matter experts, writing and speaking about trends and best practices in the Contact Center industry. Before joining ICMI, Andrew was among their 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years.

Join Andrew (@ndytg) for #ICMIchat on Twitter, Tuesdays at 1 ET/10 PT; connect with him on LinkedIn; discover more at andytg.com.

 

 


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Topics: Customer Experience, Best Practices, Agent