Hi [[ session.user.profile.firstName ]]

ICE [Ep 3]: The Agent Experience - From Good to Great

Intelligent Customer Engagement Series [Ep 3]: The Agent Experience - From Good to Great

Although organizations are busy adding self-service channels, and AI-enabled chatbots or virtual agents to their customer engagement strategies, there is no replacement for the human touch.

Successful companies are transforming the agent experience, delivering better coaching, more analytics, and improved compensation packages.

Learn how you can leverage AI and analytics to reduce contact center agent turnover rates--and ultimately improve the customer experience.
Recorded Sep 10 2019 51 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Robin Gareiss, President and Founder, Nemertes Research
Presentation preview: ICE [Ep 3]: The Agent Experience - From Good to Great

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Nav360 [Ep.6] IT Leaders Roundtable- Infrastructure As Transformation Enabler Oct 1 2020 4:00 pm UTC 64 mins
    Moderator: Johna Till Johnson, CEO and Founder, Nemertes Research
    If we're learned one thing from Covid-19, it's that business transformation relies on infrastructure. As many organizations did a 180-degree pivot towards work-from-home (WFH), infrastructure was what made it possible. Technology teams that invested in migrating securely to the cloud, deploying adequate bandwidth, and implementing secure technologies (including VPNs, SD-WAN, and SCAPE) were able to accommodate their businesses' needs with ease, while others were left scrambling. Join this team of all-star leaders who were ahead of the game in deploying the right infrastructure. Learn what they did right, what they wish they'd done differently, and how they're planning to evolve their infrastructure past Covid-19 and into the "new normal".

    Moderator: Johna Till Johnson, CEO and Founder, Nemertes Research

    Panelists: Thomas Doughty, VP – Chief Information Security Officer, Prudential Financial
    Curt Havard, Director, Information Systems Operations, The RAND Corporation
    Janet Schoephoerster, Executive Director of Global Engineering and Compliance, Interpublic Group
    Josh Stabiner, VP, Chief Information Security Officer, General Atlantic
    Barton Warner, Vice President Information Technology, Capital Group Companies
  • Navigator360 [Ep.5] IT Leaders Roundtable - Transformers in Action Sep 24 2020 4:00 pm UTC 47 mins
    Moderator: Robin Gareiss, President and Founder, Nemertes Research
    Join three successful IT leaders (Dennis Becton, Head of Client Experience and Digital Technologies, The Vanguard Group; Michele Krom, Director for Enterprise Architecture, SAP; Wayne Sadin, CIO/CTO/CDO and Independent Director) who will discuss how their organizations have transformed through the use of technology.

    *What business goals were they trying to achieve with their transformation?
    *What challenges did they face--ranging from executive buy-in to securing budget to selecting technologies--and how did they address them?
    *What worked and what didn't?
    *What were their key lessons learned that will help your own technology transformation?

    Moderator: Robin Gareiss, President and Founder, Nemertes Research
    Panelists: Dennis Becton, Head of Client Experience and Digital Technologies, The Vanguard Group
    Michele Krom, Director for Enterprise Architecture, SAP
    Wayne Sadin, CIO/CTO/CDO and Independent Director
  • Securing the Multicloud: Best Practices Sep 22 2020 5:00 pm UTC 60 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    If you're like most organizations, your cloud initiative is well advanced. You're already using the cloud for the majority (56% or more) of your workloads, and you're already relying on more than one cloud provider.

    But if you're like most organizations, you're neglecting your multicloud cybersecurity strategy. This webinar presents best practices and next steps for cybersecurity organizations looking to improve the maturity of their cloud security operations.
  • Navigator360 Series [Ep.4] Future-Proofing Your Infrastructure: A Blueprint Sep 17 2020 4:00 pm UTC 60 mins
    John Burke, CIO and Principal Research Analyst; Johna Till Johnson, CEO and Founder, Nemertes Research
    62% of all traffic initiates or terminates (or both!) outside the corporate network, changing forever the definition of an "enterprise WAN". And 60% of all workloads now execute outside the data center, either on the cloud, in branch offices, or (increasingly) in edge-computing platforms. Enterprise environments are on track to support more IoT devices than humans or traditional IT devices. And new technologies (5G, WiFi6, AI, hyperledgers, and the like) are adding momentum to this already massive paradigm shift.
    This workshop provides a blueprint for building out a future-proof, secure, adaptive technology infrastructure that:
    • supports next-generation applications and systems
    • flexes effectively to deal with sudden change (such as the recent shift to working from home.)

    It combines high-level principles and goals with detailed, data-driven touch-points to give you the ability to generate your own architectures and roadmaps for customized, next-generation infrastructures.
  • Which Cloud? A Hybrid Multicloud Needs Robust Workload Placement Sep 15 2020 3:00 pm UTC 60 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    With most enterprises engaging dozens of clouds--private and public, IaaS and SaaS--IT has to guide the enterprise in placing each workload in the right environment, and provide as much automation as possible in operationalizing that placement process. Join Nemertes as we share research data on succeeding in delivering (and securing) cloud workloads, and the pivotal role workload placement plays in the process.
  • Security Without An Edge: Securing the New Enterprise Endpoint Sep 10 2020 3:00 pm UTC 60 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    The pandemic has reinvigorated the move to support work-from-home, IOT is surging, and security needs to match the challenges of this new world. Join Nemertes as we layout the mesh of technologies you should look to for security in an edgeless age, how to fit them together, and how much they contribute to your success in security.
  • Navigator360 Series [Ep.3]: The Technologies That Deliver Success Sep 8 2020 4:00 pm UTC 60 mins
    John Burke, CIO and Principal Research Analyst; Irwin Lazar, Vice President and Service Director, Nemertes Research
    In this new work-from-home world, IT leaders must move quickly to deploy and manage technologies that support remote work. This means providing sufficient performance, reliability, and security, as well collaborative tools to enable employee and customer engagement regardless of location. It also means enabling management and analytics that provide insight into performance and utilization. In this episode, we’ll share the technologies and deployment approaches that successful organizations are using, and the results that they are seeing from their investments.
  • Nav360 [Ep.2] Step-By-Step Roadmap To Stellar Employee and Customer Engagement Aug 27 2020 4:00 pm UTC 60 mins
    Robin Gareiss, President; Irwin Lazar, VP & Service Director, Nemertes; John Finch, AVP Product Marketing, RingCentral
    IT and business leaders are focusing heavily on improving the overall experience for both employees and customers. Imperative to success are changes to culture, technology, organizational structure, and more. In this session, Nemertes draws upon its extensive research of 1,200+ companies to provide detailed guidance on how to develop a strategy and roadmap that improves customer and employee ratings, increases revenue, and decreases operational costs. Employee and customer experience has become particularly relevant following the Covid-19 pandemic. Nemertes will share recent research on how companies plan to change as a result of their experiences during the pandemic.

    Co-presenting is John Finch, AVP of Contact Center Product Marketing, RingCentral
  • Navigator360 Series Ep1 The Future of Enterprise Technology + The Future of Work Aug 20 2020 4:00 pm UTC 75 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research; Gary Sorrentino, Deputy CIO, Zoom
    What will life really be like in 2025 and beyond? How will enterprises function? What will employees, customers, and consumers be doing, thinking, worrying about? And most importantly, what should enterprise technologists be doing today to prepare themselves and their organizations for this brave new world? - Johna Till Johnson, CEO and Founder of Nemertes Research

    Joining her will be Gary Sorrentino, Deputy CIO of Zoom who will be discussing "The Future of Work"
  • VCC [Ep.4] - Building a Successful Video Streaming Strategy Recorded: Aug 11 2020 48 mins
    Irwin Lazar, Vice President and Service Director, Nemertes Research
    Visual Communications and Collaboration Series [Ep.4]

    In this age of YouTube, Instagram, and TikTok, business and their employees are embracing video for more than just conferencing. Video streaming use cases are growing beyond executive town halls and meeting recording/playback to explore ways to enable workers to easily create and share video, from any device. However, video assets require management to ensure security, governance, and compliance, as well as high quality delivery without adverse network impact. In this webinar we'll explore the state of enterprise video streaming and share approaches that correlate with success.
  • Using IoT and 5G for Real-World Transformation Recorded: Aug 11 2020 52 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    As verticals from manufacturing to healthcare to logistics are turning to IoT for digital transformation, they're increasingly turning to 5G services and private networks to improve agility, reduce costs, and drive new revenue.

    This webinar details the top use cases for IoT and 5G, and provides guidelines and best practices for companies looking to do their own implementations.
  • VCC [Ep.3] Video Conferencing and the Future of Work-From-Home Recorded: Jul 23 2020 60 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    Visual Communications and Collaboration Series [ Ep.3]

    As the world has rapidly shifted to work-from-home, video conferencing has become an integral component of employee engagement. But what happens next? How will video conferencing evolve over the next six months to a year? In this webinar we'll share groundbreaking research from our 2020-21 Visual Communications and Collaboration to share how video conferencing will evolve in both the meeting room and the home.
  • Smart, Soft, Wary - Networking for the Hybrid Multicloud Data Center Recorded: Jul 16 2020 49 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    The new data center is deeply entwined with the diffuse array of clouds and cloud solutions the enterprise uses to deliver most services to end users, wherever situated. It needs to weave a network that binds them all together, securely, and that optimizes application performance everywhere.

    Next-generation cloud environments require next-generation network infrastructure.

    That means:
    - infrastructure that’s secure and adaptable
    - infrastructure that optimizes application performance end-to-end.

    Join us to learn best practices and next steps, based on data from Nemertes' in-depth Cloud and Cybersecurity Research Study.

    We look forward to sharing this information with you and to answering your questions.
  • Microsoft Teams & the Contact Center: Collaborate to Innovate Recorded: Jul 15 2020 61 mins
    Robin Gareiss, President and Founder, Nemertes Research and Jacki Tessmer, VP, Product Marketing, Enghouse Interactive
    As IT and business leaders increase their focus on improving the customer experience (CX), they’re exploring productivity-enhancing applications and integrations that provide competitive advantage. One area garnering much attention is integration of unified communications and contact center platforms.

    The trouble is, most unified communications and collaboration platforms do not have contact centers, and not all contact center providers offer team collaboration.

    Case in point: Microsoft. More than half of companies use Microsoft Teams already—the most widely used of all competing tools. However, Teams is not a contact center solution, so even though it excels at enterprise employee collaboration, it doesn’t foster collaboration with customers. By integrating Teams with existing contact center platforms, companies can improve employee and customer engagement—and ultimately, your business metrics.

    In this webinar, Nemertes president Robin Gareiss and Jacki Tessmer, VP, Product Marketing, Enghouse will discuss the benefits and challenges of integrating Microsoft Teams with contact center solutions. You’ll learn:

    *The value companies find when they integrate unified communications, team collaboration, and contact center
    *The deployment trends for team collaboration, and why organizations prefer to integrate with Teams vs. adding new applications
    *The type of business improvements you can expect, in terms of revenue increases and customer rating improvements
    *Key considerations when selecting a contact center and CX application partner
  • CBA [Ep.5] Optimizing UC Management Recorded: Jul 14 2020 52 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    Cost-Benefit Analysis Series [Ep.5]

    IT leaders have a variety of approaches when it comes to managing and administering UC applications including voice and video. They can leverage vendor-provided tools, or they can invest in third-party specialty tools designed specifically for UC management.

    In this webinar we'll share our latest research on how best to manage UC performance, utilization, and provisioning and show how the use of specialty tools can deliver quantifiable return on investment
  • VCC [Ep.2] Equipping the Home Office for Video Recorded: Jul 9 2020 58 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    Visual Communications and Collaboration Series [Ep.2] Equipping the Home Office for Video

    With the rapid shift to work-from-home, IT and business leaders are now tasked with ensuring a high quality video experience regardless of location. In this webinar we'll share Nemertes' latest data on what works, and what doesn't, in the ideal home office environment. Specifically we'll answer:

    - Are built-in cameras good enough?
    - What are successful enterprises provisioning for audio?
    - How can organizations ensure adequate performance for video?
    - What other considerations, such as lighting, contribute to success
    - How are organizations using video to support team engagement and community building?

    IT and business leaders will come away with practical and actionable guidance to ensure the success of their own work-from-home initiatives
  • Nation-State Attacks and You Recorded: Jul 1 2020 41 mins
    Johna Till Johnson, CEO and Founder, Nemertes Research
    What are nation-state cybersecurity attacks, and why should you care about them?

    Cybersecurity professionals at most critical infrastructure providers and defense-related organizations are familiar with such attacks. Cybersecurity professionals at other organizations are often less aware, because they mistakenly believe they won't be targets.

    That's a mistake: Not only are a wide range of organizations (from not-for-profits to educational institutions to humdrum manufacturing plants) at risk, increasing your level of awareness and understanding of nation-state attacks is vital to understanding how cyberthreats will grow and evolve.

    Nation-state actors are often sophisticated and well-funded, and they serve as bellwethers for attacks to come. Understanding them today can help your organization protect itself tomorrow.
  • VCC [Ep.1] Achieving Video Conferencing Success Recorded: Jun 25 2020 53 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    Visual Communications and Collaboration Series [Ep.1]

    Video conferencing has become bedrock technology to support work-from-home in the age of Coronavirus. Based on data gathered from more than 500 organizations, Nemertes will both provide insight into how organizations are measuring success. and share the key approaches that correlate with success.

    We'll look at technology and vendor selection, architectures, management and adoption strategies, and how companies are using video to support social employee engagement.

    Attendees will come away with actionable insight to optimize the business value of their own video conferencing strategy.
  • Out of Many, One: Tying Together Your Hybrid Multicloud Recorded: Jun 17 2020 48 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    Enterprises accumulate new cloud solutions rapidly, but still run 40% of their workloads in their own data centers. Without a plan, the result is an unsupportable mess. Join Nemertes Research as we discuss how to pull all the pieces together to make a coherent hybrid multicloud IT can manage, and use to deliver real business value.
  • Who Are You? Cloud Security Must Center on Identity Recorded: Jun 16 2020 51 mins
    John Burke, CIO and Principal Research Analyst, Nemertes Research
    The destruction of hard perimeters, the rise of remote work and mobility, and increasingly hybridized infrastructures push identity to the center of enterprise security. Join us as we discuss identity-centric security in a multicloud environment, and concrete steps you can take towards that goal.
Better data. Better decisions.
Nemertes is a global research-based advisory and consulting firm that analyzes the business value of emerging technologies. Since 2002, we have provided strategic recommendations based on data-driven operational and business metrics to help organizations deliver successful technology transformation to employees and customers. Simply put: Nemertes’ better data helps clients make better decisions.

Please note: Nemertes owns the copyright to all content in this channel. You may not use, post, print, or repurpose any of material without the express, written consent of Nemertes Research. You may retweet or share only that content that Nemertes posts on its social media sites.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: ICE [Ep 3]: The Agent Experience - From Good to Great
  • Live at: Sep 10 2019 3:00 pm
  • Presented by: Robin Gareiss, President and Founder, Nemertes Research
  • From:
Your email has been sent.
or close