Boost Customer Satisfaction by Empowering Agents, Employees

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Presented by

Robin Gareiss, President and Founder, Nemertes Research; Paul Lang, Director of Contact Center Marketing, Avaya

About this talk

Organizations around the globe are trying to differentiate themselves with superb customer engagement. Customer Experience (CX) leaders know that by keeping customers elated, all other business metrics, including revenue and profitability, fall into place. Step 1 to ensuring customers are happy is to also ensure employees are happy, motivated, and engaged. The CX world starts with contact center agents but is quickly evolving to include all employees. With the right CX tools, any employee will be able to effortlessly engage customers to help build long-term brand loyalty. Join Robin Gareiss, president of Nemertes Research, and Paul Lang, Head of Contact Center Solutions Marketing at Avaya, for a lively and data-backed discussion on how you can empower your agents—and by extension all employees—to deliver a differentiated customer experience. We will cover what you should address with: - Personnel - leaders, staff, and where they work - Interactions – voice and digital channels needed to engage customers - Architecture – why cloud correlates with success for customers, agents and employees - Toolkit – key capabilities your agents and employees need today - Analytics – why it’s crucial to measure success, and how to do it - Budget - technology spending and staff to manage technology
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Nemertes is a research-based advisory and strategic consulting firm that analyzes the business value of emerging technologies. Since 2002, we have provided strategic, client-centric 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. You may retweet or share only that content that Nemertes posts on its social media sites.