CET [Ep.1] Transform Your Agent Experience - and Hurry!

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Presented by

Robin Gareiss, President and Founder, Nemertes Research

About this talk

Customer Engagement Transformation [Ep.1] Transform Your Agent Experience - and Hurry! Customer Experience leaders are frantically trying to improve the agent experience? Why? Agent turnover rates--which had been declining--are on the rise again. At the same time, volume into the contact center is increasing. Organizations that focus on making it tough for agents to leave are gaining competitive advantage. WFH has made it easier to provide innovative benefits, but it's also mandated a technology re-evaluation. Join this webinar to learn: *How are companies improving agent benefits? *What new technologies, such as AI, automation, and analytics, are they deploying to help? *How are they measuring success? *What has the WFH environment done to both help and hurt turnover rates?
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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.