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Building the Ultimate Customer Service Workforce – Train, Motivate & Empower Agents

- Donald Hicks, VP Global Ops & Customer Experience, Twitter

- Doug Kramon, Senior Director Fan Support & Customer Care Ops, ESPN

- Colin Crowley, VP Customer Experience, Freshly

- Emily Gray, VP Customer Success, Playvox

In an era where the customer is king, support agents are your most important resource - It is more important than ever to evaluate, improve and inspire agent performance. To ensure you are providing the ultimate customer experience, it is vital to have the strategies and processes in place which will allow your agents to thrive across all channels.

Boost your customer service team’s performance - Optimize your quality operations and empower your agents by giving them visibility and real-time feedback on what they can improve. Keep them trained and updated.

Centralize and automate your entire QA process - Ensure quality performance is always being monitored, measured, trained, recognized and rewarded to drive agent improvement & productivity.

Optimize agent performance across channels - Evolve your CRM to empower your agents with a more actionable understanding of your customers, no matter the touchpoint.

Sep 22, 2020 10:00 AM in Pacific Time (US and Canada)