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Build It - Optimizing the Agent Experience for Success
Live Date: March 28, 2024. PLEASE SIGN IN FOR THE RECORDING.
Presented by: Jason Valdina, Go-To-Market Senior Director, Verint
About the Webcast
5 Key Ingredients for a Successful Agent Experience
With increasing support for different types of digital
channels, today’s contact center agents must be more adept than ever. They must
also be highly skilled and capable of handling complex customer service issues
not addressable via self-service. Agents who aren’t prepared to be a part of
the New Workforce of humans and bots will be dissatisfied, inefficient, and
unproductive, which in turn will negatively impact customer experience.
In this session, we will walk through the key ingredients
for building a positive Agent Experience to drive:
- Successful
onboarding and retention of agent staff
- Agent
efficiency, doing more with less by augmenting the human workforce with AI
- Quality
of service delivery, improving customer experience while reducing costs
Join this webcast to learn how to deliver stellar agent experiences.
About the Presenters
Jason Valdina, Go-To-Market Senior Director, Verint
Jason is an accomplished digital strategy and customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in New York.