What Does it Take to Keep Great Agents:
Key Takeaways from the 2021 Health of the Contact Center Research.
Watch the webinar, featuring an expert panel including customer experience extraordinaire Shep Hyken, to uncover insights from Calabrio’s 2021 original research on agent well-being and the health of the contact center.
They’ll discuss emerging trends in the realm of employee satisfaction and address:
- How agents are most affected by Digital Transformation in the contact center
- Why technology changes can lead to improved employee satisfaction and retention
- What it takes to keep employees happy and what contact center agents want most
About the Webinar
Shep Hyken, Chief Amazement Officer, Shepard Presentations
Shep Hyken is a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he’s the author of 8 books, his newest book I’ll Be Back: How to Get Customers to Come Back Again and Again was released September 21, 2021. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.
Dave Hoekstra, Product Evangelist, Calabrio, Inc.
When it comes to Contact Centers, Dave has seen it all. He started his journey in the 90’s as an agent and continued through every role a contact center has to offer, eventually finding his way into his current role of Evangelist. Being Calabrio’s Product Evangelist is by far the favorite of all his roles as it gives him the ability and pleasure of sharing his knowledge and experience with other folks in the industry. And yes, being a father, grandfather, bassist, podcast host and photographer (and Texan), he uses words like “folks”. Combining 20+ years of experience in the industry with the rest of his life experience, Dave has a unique perspective of the tools, technology and challenges faced by today’s modern CX organizations and he looks forward to each and every interaction.
Ed Creasey, Director, Presales International, Calabrio, Inc.
Ed Creasey is Calabrio’s Director of Pre-Sales for the International market. He brings 28 years’ experience in the Contact Centre and Customer Experience industry. Ed has worked in pre-sales, consulting and operations across a wide range of organizations and market sectors, throughout the world. He has been delivering thought leadership and leading pre-sales and consulting teams for Analytics, Employee Engagement, CX and Robotics. He has a passion for engaging audiences, helping customers solve their business problems and delivering happy, reference-able clients who receive a rapid return on their investment.
WFM Product Demo
Watch the Calabrio Workforce Management demo to learn about our modern approach to workforce management.
Join our panel as they travel through a smarter approach to maintaining proactive empowerment, education and management of remote and hybrid teams
The 2020-2021 Workforce Optimization and Market Report foucuses on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.