Webinar on Demand

What Does it Take to Keep Great Agents: Key Takeaways from the 2021 Health of the Contact Center

One thing that has been abundantly proven over the last several years, across almost every industry, is that consumer expectations are on the rise. And while these expectations continue to grow, so does the pressure for the frontline workers. A keen focus on agent well-being and employee satisfaction are a huge priority in the time of what is being called “The Great Resignation.”

Watch our webinar featuring an expert panel from Calabrio and 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

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.

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