Get Out Of Your Agents' Way...Or Say Goodbye to Your Customers
Are you empowering agents to satisfy customers, build loyalty and grow your business? Or are you the roadblock persistently distancing the brand from your customer base?
Poor performance from contact center agents is not a rare phenomenon, and as such, it is easy to blame the front-line for ruining the customer experience. But more often than not, the real culprit is a systemic failure that starts at the top of the organization and trickles down through each level of management.
In this complimentary Customer Management IQ roundtable, two premier contact center coaches and agent engagement specialists will share their proven insights for creating a culture of empowerment:
- Coaching agents to become customer-centric rather than process-dependent
- Managing with metrics that align performance with customer satisfaction
- Implementing technologies that enhance, rather than complicate, agents' abilities to excel in all channels.
The practical insights shared in this webinar will assure you leave ready to motivate rather than cripple contact center agents, who remain your closest and most important point of customer contact. Register now!
Presenters:
Melissa Kovacevic
Founder & President
CommPlan Consulting
David Lee
Principal
HumanNature@Work
Mariann McDonagh
Chief Marketing Officer
inContact
