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The Secret to Making Agents Jump for Joy: The One Thing Employers of Choice Never Miss


Air Date: June 15, 2022
Time: 2:00 pm ET
Presenters:

Jenny Dempsey

Moderators: Tim McElgunn
Sponsor:
NICE Cxone logo

Watch the webinar video below.


Join Tim McElgunn, Jenny Dempsey, and Tamsin Dollin for an in-depth look at the results of ICMI’s recent State of Agent Experience Survey, real-world perspective from an expert with many years of success delighting customers, and insight into what’s next from industry powerhouse NICE CXone.

The research is clear: Contact center agent experience is at the center of customer experience – happy workers make customers happy, happy customers spend money, cost us less, and keep our stakeholders happy. But, with the pandemic continuing to roil personal and working lives, managing customer interactions and continually improving customer satisfaction remains a critical challenge and places agent experience high on the list of contact center leaders’ strategic priorities.

Join Tim McElgunn, Jenny Dempsey, and Tamsin Dollin for an in-depth look at the results of ICMI’s recent State of Agent Experience Survey, real-world perspective from an expert with many years of success delighting customers, and insight into what’s next from industry powerhouse NICE CXone.

 

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Presenters
Jenny Dempsey
Jenny Dempsey
Consumer Experience Manager, Apeel Sciences

Jenny Dempsey is the Consumer Experience Manager for Apeel Sciences and its sister company, FruitStand.com. With over 16 years of building and leading customer service & experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized over the years for her work, including the The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award. Jenny loves being an aunt, doing hot yoga, singing and hanging out in sunny San Diego, CA.



Moderators
Headshot for Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Knowledge Management, Strategy, Metrics