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Moving to the Cloud: Linking & Networking for a Better Agent Experience

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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.

Moving to the Cloud: Linking & Networking for a Better Agent Experience

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Linking & Networking for a Better Agent Experience
Jeremy Watkin Nicolas Rodriguez
With: Moderated by:
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--OR--
Sponsored by
A global market leader in business communications powering more than two
billion business connections, Mitel (Nasdaq:MITL) (TSX:MNW) helps
businesses and service providers connect, collaborate and provide
innovative services to their customers. Mitel’s innovation and
communications experts serve more than 70 million business users in more
than 100 countries. For more information, go to www.mitel.com and follow
them on Twitter @Mitel.
Sponsored by
Sponsored by
Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/webinar-series/moving-to-the-cloud
https://www.mitel.com
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
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
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Sponsored by
What’s your
experience with
chatbots?
Linking & Networking For A Better Agent Experience

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Moving to the Cloud: Linking & Networking for a Better Agent Experience

  • 1. Linking & Networking for a Better Agent Experience Jeremy Watkin Nicolas Rodriguez With: Moderated by: TO USE YOUR COMPUTER'S AUDIO: When the webinar begins, you will be connected to audio using your computer's microphone and speakers (VoIP). A headset is recommended. Webinar will begin: 11:00 am, PST TO USE YOUR TELEPHONE: If you prefer to use your phone, you must select "Use Telephone" after joining the webinar and call in using the numbers below. United States: +1 (213) 929-4232 Access Code: 645-831-931 Audio PIN: Shown after joining the webinar --OR-- Sponsored by
  • 2. A global market leader in business communications powering more than two billion business connections, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and service providers connect, collaborate and provide innovative services to their customers. Mitel’s innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to www.mitel.com and follow them on Twitter @Mitel. Sponsored by
  • 3. Sponsored by Click on the Questions panel to interact with the presenters 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