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Improving Your Agent Experience, One Step at a Time


Air Date: December 20, 2019
Time: 2 pm ET
Presenters:

Gayathri “G3” Krishnamurthy , Chris Hanna

Moderators: Roy Atkinson
Sponsor:

Watch the webinar video below.


Join us on Wednesday, December 11 at 2:00 PM ET for an interactive and informative hour designed to improve the agent experience in your contact center.

Recent research on the state of agent experience and engagement in today’s contact centers revealed how and why agent experience (AX) is foundational for good customer experience (CX), and how organizations are measuring AX. Based on this and earlier research on the topic, ICMI has developed a maturity model for AX.

In this webinar, we’ll explore the maturity model, as well as the underlying research, and explain how organizations can improve AX one step at a time, netting better results for the organizations and for their customers.

Attendees will learn:

  • How to approach the challenge of motivating agents over the long haul
  • How to establish a framework for AX maturity
  • The five stages of AX maturity
  • How to improve the agent experience, one step at a time

Reserve Your Spot!


Presenters
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.

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.



Moderators
Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Agent, Maturity