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2023 Employee Engagement

SPONSORS: | Balto | MetricSherpa | NICE | Proponisi | Verint | West97 |

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Empowering Agents to Meet Evolving Customer Expectations - Strategies for Improved Agent Training and Technology Integration

Tuesday Jun 6, 2:00 PM – 3:00 PM EDT — RECORDING



Agents serve as the primary point of contact for customers, acting as the face of many organizations. However, as customers keep adopting more digital channels and self-service options, the need for agents to quickly adapt to new customer demands continues to grow.

Join us for a discussion on how companies are enhancing agents' lives by providing them with the necessary support to keep up with these demands, while ensuring they deliver exceptional customer service.

  1. How the evolution of self-service and digital channels is impacting agent training and responsibilities
  2. Equipping agents with the right tools and agility to meet changing customer preferences and demands
  3. Adapting to technological advancements: best practices for efficient and effective agent training

Presenters:

Adam Aftergut, Principal, West97 Marketing, Sponsored by NICE CXone

NICE - Adam Aftergut Adam Aftergut, Principal, West97 Marketing, Sponsored by NICE CXone

Adam leads West97 Marketing, the partner of choice for Fortune 500 companies and SMBs looking to accelerate digital transformation with enterprise-class product marketing. West97 delivers on-demand product marketing resources, programs and best practices proven to drive product adoption and help ensure that your internal tech rollouts are a resounding success. Adam’s past experience includes leading and executing highly successful product adoption and user retention strategies as in-house Head of Marketing & Sales Enablement for B2B SaaS and enterprise software firms, including NICE Ltd.

Marshall Lee, Director of GWFM, TTEC

TTEC.Marshal.Lee Marshall Lee, Director of GWFM, TTEC

With a background inclusive of training, workforce management, business process, and coaching, Marshall understands what it is like to work in each part of the WFO spectrum. He has worked in contact centers and back office support teams, across varied industries including telecommunications, tech support, insurance, HR support services, and healthcare services. Marshall has been a speaker and published contributor for ICMI, SWPP, QATC, and CrmXchange. He is currently a Director of GWFM at TTEC; he serves on the Board of Advisors for the Quality Assurance and Training Connection and the Society of Workforce Planning Professionals.