Free Webinar

Agent Staffing in 2020 (Vol. 3) - Saving the Customer Experience, One Tool Set at a Time

Today's role of a Contact Center Agent is harder than it has ever been. Transactional volume has declined drastically, leaving those tricky tickets which require a vast array of skills.

With this in mind, many Contact Centers have implemented new technologies, anticipating to make their agents' lives easier, while supplementing their abilities. 

However, many of these tools have failed to bring the desired results, leaving us with the question:

How can we ensure that the technology we bring into our organizations will help rather than hinder? 

In this webinar you will:

  • Gain a transparent view into the agent impact of new technology implementations - the good and the bad
  • Learn a framework to strategically identify a gap in the contact center tool set
  • Adopt a holistic mindset to ensure the tools of the contact center fit into the larger organization for optimal exchange of knowledge and an enhanced customer experience

Note: This webinar has already been hosted. But don't worry, sign up to watch the webinar recording.


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Nate Brown

Nate Brown currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics.He spent the first decade ofhis career managing a complex technical support environment for Occupational Health and eLearning software and transitioned to Customer Experience 2015. After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by TruRating, Qminder, and ProcedureFlow among others.

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Justyna Kuczaj

Justyna Kuczaj has a track record of international experience working in B2B SaaS companies. She is currently a CX Leader for InVision Group leading the team responsible for building customer relationships, delivering best practices, and providing key account support. Justyna is a forward-thinking leader with a strong focus on customer centricity and employee engagement.