CX Optimization Ep.2: Agent Experience

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Presented by

Robin Gareiss, CEO and Principal Analyst, Metrigy

About this talk

CX leaders are focusing heavily on improving agent experience--and it's working. Turnover rates are down to 18.3% (the lowest in several years), and 58.3% of contact centers are fully staffed now. What are successful companies doing to improve the agent experience? Find out the key best practices--backed by real-world data and metrics--in this webinar with Metrigy CEO Robin Gareiss. You'll learn the following: - How is AI playing a role with improving agent experience, and which technology helps close sales best? - What types of technology are helping sales leaders better manage sales agents? - How has hiring criteria changed for CX positions? - What are agents making now, and how much more do they make at companies with fully staffed contact centers?
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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.