Where the Customer Journey Meets the Agent Journey

Presented by

Max Ball, Sr. Product Marketing Manager, 8x8 & Aphrodite Brinsmead, Ovum Research

About this talk

Your customer’s experience with your support organization has a huge impact on their impression of your brand, their loyalty, and on how much they will spend with you through the years. Most companies are aware of the need to improve their customer journeys but they don’t have the information they need to know what to do. In addition, your agent’s journey impacts your customers as well. How efficient is your agent? How much time do they spend looking at the wrong screens, trying to keep the customer busy while he scrambles to find the right information? What is the mindset of your agent when they talk to a customer? Are the focused on helping the customer or scrambling in the background to get to the information they need? Businesses should be tracking and managing both journeys in order to become more successful. But this is easier said than done. Join Aphrodite Brinsmead of Ovum Research while she share insights into the customer journey from her new research looking into the customer journey, what causes trouble and what has less of an impact. Max Ball from 8x8 will join to share some new innovations that make it easier to track the customer journey and to help ensure your agents are as efficient as possible.

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