In our last webinar of our series 'Agent Staffing in 2020' we will focus on the question: "How can we ensure that the technology we bring into our organizations actually helps rather than hinders?" Together with Officium Labs CXO Nate Brown, we will look into the impacts of implementing new technologies from a Contact Center Agent's perspective.
Make sure to sign up and join us on November 17, 2020, 11AM CT / 5PM GMT.
Are you choosing the right tools for your contact center agents?
Today's role of a Contact Center Agent is harder than it has ever been. Transactional volume has declined drastically, leaving those tricky tickets which require a vast array of skills.
With this in mind, many Contact Centers have implemented new technologies, anticipating to make their agents' lives easier, while supplementing their abilities.
However, many of these tools have failed to bring the desired results. To make sure, you make the right choice, you will:
- Gain a transparent view into the agent impact of new technology implementations - the good and the bad
- Learn to strategically identify a gap in the contact center tool set
- Adopt a holistic mindset to ensure the tools of the contact center fit into the larger organization for optimal exchange of knowledge and an enhanced customer experience
Hear it from the experts
This session's expert is Nate Brown, who currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics. He spent the first decade ofhis career managing a complex technical support environment for Occupational Health and eLearning software and transitioned to Customer Experience 2015. After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by TruRating, Qminder, and ProcedureFlow among others.
In our webinar, Neil will share valuable insights and best-practices on what to consider when implementing new technologies in your contact center.
Sign up for our free webinar
Tuesday, November 17, 2020, 11AM CT / 5PM GMT
Join our free webinar and benefit from first-hand tips and tricks by industry experts that will help you make the right decision when it comes to choosing the best suitable tools for your contact center agents.
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