Improve Your Agent’s Performance in 983 Simple Steps

Date: Available On-Demand

Time: Watch It Now

Speakers: Jeff Toister , Keith Pearce

Moderators: Erica Marois


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Join Jeff Toister, Customer Service Expert and one of ICMI's Top 50 Contact Center Thought Leaders, as he and Keith Pearce discuss improving the agent experience to improve the customer experience.

It’s absurd to expect anyone to follow a 983-step process, but that’s exactly how it feels for many customers. We operate in an already complex world, yet many contact centers are compounding the issue with multiple agent desktops, complicated processes, and disconnected systems and tools.  This is a problem, as ICMI’s research found that contact center leaders unanimously agree the agent experience has a direct impact on the customer experience. With so many organizations looking to use the customer experience to differentiate themselves, they must first look to improving their agent performance.

Attend this webinar to learn:

  1. Tips for getting your contact center agents obsessed with service
  2. Best practices for implementing the people, processes, and technologies that align with your desired customer experience
  3. The steps one company has taken to improve agent performance by simplifying their desktop experience

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


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

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. 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.


Twitter: @toister



Keith Pearce

VP of Product Marketing, Salesforce

Keith is Vice President Product Marketing Service Cloud at Salesforce. He brings nearly twenty years of experience to the customer service arena, and has worked with customers and partners across the globe to understand the importance of customer service and its application in their business.  He is a frequent speaker, author and thought leader in the customer service industry.  Prior to Salesforce, Keith worked at Genesys where he was responsible for Corporate Marketing. He holds degrees from the University of Florida and Georgetown University.

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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