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

Presented by

Robin Gareiss, CEO and Principal Research Analyst, Metrigy

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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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.