How Agent Experience Impacts Customer Experience

Presented by

Raun Kilgo, Director, Call Center Process Improvement - Openspan

About this talk

Join OpenSpan's Director of Process Improvement Raun Kilgo as he discusses - The Ripple Effect of Continuous Process Improvement - How Agent Experience Impacts Customer Experience. Any Human Process Can Be Improved As Is. Raun recently spent a day with CCNG members and attendees of the Optimize event discussing this topic and helping contact center management understand keys to improvement for the Agent and the Customer Experience. For more information on the CCNG Optimize events, webcasts and speaker content, please see -

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.