Reimagining Service Experiences

October 26-27, 2021 | 12 PM ET

Tamara Shelman

Vice President of Customer Experience AGIA Affinity

Tamara Shelman is the Vice President of Customer Experience at AGIA Affinity Services. Tamara oversees knowledge management, quality, training and the Member Sales and Service Contact Center. Under her leadership, Shelman champions continuous improvement efforts to deliver greater customer satisfaction and client loyalty at AGIA. Shelman brings more than 20 years of leadership experience from a variety of telecommunications companies. Prior to joining AGIA, Shelman held the position of Senior Vice President, Customer Care at Broad Stripe Communications in which she led operations and strategic direction of customer care, sales, retention, technical support, training and quality. Preceding Broad Stripe Communications, Shelman held a number of leadership positions at Comcast Corporation leading 250+ seat call centers in multiple states. Shelman most recently obtained her Six Sigma Black Belt Professional designation from Management and Strategy Institute. She also holds a Bachelor’s of Arts degree in Organizational Development from Regent International University.

Day 2: Wednesday, October 27th

12:20 PM How AGIA Affinity Elevated the Customer Experience by Equipping Employees With the Right Knowledge

The direct connection between the employee experience and customer experience is clear. In fact, Gallup found that businesses with cultures of high employee engagement achieve a 10% increase in customer ratings and 20% increase in sales. A positive employee experience is especially critical for team members who interface with customers: when customer service representatives are happy and confident that they have the knowledge they need, they work more efficiently, and customers feel greater confidence in the information they receive.

In this session, Tammy Shelman, Vice President of Customer Experience at AGIA Affinity, will share how her organization uses knowledge engagement strategies to ensure Member Benefit Advisors can quickly access the most up-to-date information and deliver exceptional service.

Join this session to learn:

How AGIA Affinity evolved their approach to knowledge management to better enable their service representatives, improve talk time, and reduce calls placed on hold
How to use knowledge engagement analytics to ensure service representatives are keeping up with current information
Strategies to improve service representative onboarding by connecting employees to a learning ecosystem

Speakers:

Mark Hammer, CEO at Bloomfire

Tammy Shelman, Vice President of Customer Experience at AGIA Affinity

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