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november, 2020

05nov1:00 AMSuper Agents power next-gen customer experience – Are you ready?Category:Webinars

Time

(Thursday) 1:00 AM

Event Details

Boosting customer experience (CX) and employee experience (EX) are now imperative in differentiating service in today’s competitive market. Empowering a “super agent,” to make interactions effortless through intelligent technology, helps ensure that any time customers spend interacting with customer service is both meaningful and valuable. It also makes agents confident and satisfied in assisting customers. The key to super agent enablement is automating tasks when possible and using human agents when intuition and emotional intelligence is required—producing more positive customer outcomes and increased revenue. Creating CX/EX-focused journeys means moving beyond the traditional CRM model—combining an omnichannel approach for a seamless experience with service operations connecting front, middle, and back-office teams.

For the employee, this helps

  • Boost agent performance
  • Enhance satisfaction
  • Improve retention

Turning agents into super agents is the game changer organizations need today to stand apart from the competition. Join this live webinar to hear about how you can add super powers to agents to improve CX and EX to take your customer care to the next level.

Listen in on the experiences of others, participate in a live Q&A, and walk away with actionable strategies for your organization.

 

Featured Industry Speakers:

Nancy Jamison
Industry Director
Information & Communication Technologies

Frost & Sullivan

Kathy Neff
Director of Product Marketing
ServiceNow

In Cooperation with:

Kathy has been in the customer service space for the past 20 years working in sales, marketing and product management. She started her customer service journey as a pioneer selling virtual agent/chatbot solutions. Kathy also worked at KANA and Oracle, selling and building omni-channel customer service solutions. At Salesforce, she worked as a Digital Transformation Executive helping customers understand the value of transforming customer service. Kathy has been at ServiceNow for four years and is currently a Product Marketing Director on the Customer Workflows team, focused on helping customers understand the value of customer service that spans the organization, across customer engagement, service operations, and field service.

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