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 WEDNESDAY, DECEMBER 12 - 11:00 AM PT / 2:00 PM ET
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There has been deservedly a lot of focus on digitalizing the customer experience (CX). Though the results from CX initiatives have been questionable—industry research data such as the Forrester CX Index shows that CX has essentially been stagnant or declining in many sectors—businesses at least seem to be trying. On the other hand, they have all but ignored the agent experience or AX. No wonder a Gartner survey of over 2,000 agents revealed that only 16% of contact center agents find their desktop tools to be useful in resolving customer issues.
Agents struggle with desktop tools designed for phone customer service in the 1990's in a digital-first, and often digital-only world. According to Gartner, agents hop across an average of 8.2 different tools, and have 23 interactions with colleagues while handling an average of more than 130 different customer support interactions just in a day! No wonder agent churn remains sky-high while CX has been in eternal doldrums.
The answer? Digitalize the agent desktop. Want to learn about what it means and how to get there? Join this CRM magazine-eGain Webinar, featuring guest speaker Gwendoline Ramakers from car2go.
Enter your email in the box to the right to attend the webinar "Digitalize the Contact Center Agent Desktop: What, Why, and How."
Audio is streamed over the Internet, so turn up your computer speakers! |
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| PRESENTERS |
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Stephen Kennedy
Solution Consulting Manager
eGain |
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Gwendoline Ramakers
Project Manager Customer Service Europe
car2go |
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| MODERATOR |
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Bob Fernekees
Publisher
CRM magazine |
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