If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories? In this webinar, Jeremy Watkin aims to refocus our energies on improving the agent experience and talks about how artificial intelligence and better integration between the variety of tools in your support tech stack can help. Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience.

1. Linking & Networking for a Better Agent Experience
Jeremy Watkin Nicolas Rodriguez
With: Moderated by:
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Sponsored by

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3. Sponsored by
Click on the Questions panel to
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https://www.customercontactcentral.com/webinar-series/moving-to-the-cloud
https://www.mitel.com

4. About Jeremy Watkin
Jeremy Watkin is the Director of Customer Experience at FCR. He has more than 18 years of experience as a
customer service, customer experience, and contact center professional. He’s also the co-founder and regular
contributor on Customer Service Life. Jeremy has been recognized many times for his thought leadership. Follow
him on Twitter (@jtwatkin) and LinkedIn (/in/jtwatkin/) for more awesome customer service and experience insights.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long
Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical
industries before joining the team at Aggregage. His background includes event production, political op-eds &
reporting, stand-up comedy, and podcasts.
Sponsored by

5. 5
Sponsored by
• Based in Eugene, Oregon.
• Providing high quality outsourcing
services for incredible clients.
• Contact centers in Oregon, Montana,
Baja California, and Poland.
• Focus on Customer Experience,
Quality Assurance, and Emerging
Technologies.
Linking & Networking For A Better Agent Experience

6. 6
Sponsored by
What’s your
experience with
chatbots?
Linking & Networking For A Better Agent Experience

7. 7
Sponsored by
FOCUS:
Empowering and
Equipping Agents!
Linking & Networking For A Better Agent Experience

8. 8
Sponsored by
Benefits of a Better Agent Experience
Linking & Networking For A Better Agent Experience
1. Faster answers. Better self-
help.
2. Reduce time to full proficiency.
3. Voice of agent insights.
4. More engagement. Less
attrition.
5. More happy, loyal customers.

9. 9
Sponsored by
Natural Language Processing?
Machine Learning?
What are they?
Linking & Networking For A Better Agent Experience

10. 10
Sponsored by
5 Contact Center
Technology
Upgrades to
Consider in 2019
Linking & Networking For A Better Agent Experience

11. 11
Sponsored by
Upgrade #1:
Integrate Slack with your other
support tools.
Linking & Networking For A Better Agent Experience

12. 12
Sponsored by
Upgrade #2:
Supercharge self-help.
Linking & Networking For A Better Agent Experience

13. 13
Sponsored by
Upgrade #3:
Harness the power
of microlearning
Linking & Networking For A Better Agent Experience

14. 14
Sponsored by
Upgrade #4:
Recognize speech
patterns that lead to
success.
Linking & Networking For A Better Agent Experience

15. 15
Sponsored by
Upgrade #5:
Keep an eye on
the customer
engagement
market.
Linking & Networking For A Better Agent Experience

16. 16
Sponsored by
THANK YOU!
Linking & Networking For A Better Agent Experience

17. Sponsored by
Q&A
Nicolas Rodriguez
With: Moderated by:
Director of Customer Experience, FCR
Linkedin: /in/jtwatkin
Twitter ID: @jtwatkin
Email: Jeremy.Watkin@gofcr.com
Website: GoFCR.com
Jeremy Watkin
Editor, Aggregage
Linkedin:/in/masadluffy/
Twitter ID: @CXUpdate
Email: nicolas.rodriguez@aggregage.com
Website: aggregage.com
https://www.customercontactcentral.com/webinar-series/moving-to-the-cloud
https://www.mitel.com