Date: Thursday, March 10, 2022
Time: 2:00 PM Eastern Standard Time
Duration: 1 hour
Companies everywhere face a mounting challenge: keeping employees engaged while meeting customer expectations. Employee experience and customer experience have become intrinsically linked because of this new mandate, and the contact center serves as the nexus for change.
The actions of agents who are empowered to act in the customer's best interests and are equipped with the digital tools to engage proactively should correlate to improvements in the customer experience.
Omdia and LiveVox partnered to determine the impact of the agent experience on the customer experience. A survey sought to understand how agents are equipped in the workplace to deliver on performance, engage with customers across channels in personalized and proactive ways, and identify the obstacles preventing proactive engagement.
In this webinar, participants will learn:
- How the lack of digital tools impacts job satisfaction and productivity, as well as creates negative customer sentiment
- The strategies that have advanced digital, omnichannel engagement
- The methods that have proven successful at personalizing customer engagements
- A roadmap for improving the agent experience and omnichannel CX
Join Mila D'Antonio, of Omdia, along with Boris Grinshpun and Nick Bandy of LiveVox as they discuss research data from their findings and offer a roadmap for aligning the agent experience to the customer experience to maximize contact center performance.
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Principal Analyst, Connected Enterprise, Omdia
As part of customer engagement team at Omdia, Mila D’Antonio covers technology that enables connected customer experiences (CX) across the enterprise, with a specific interest in customer engagement platforms, customer data platforms, customer journey orchestration, and intelligent automation. Mila provides analysis of the key developments in customer engagement applications, data management for enhanced CX, and emerging technologies that improve customer interactions and enables personalized, relevant engagements. She also writes on adjacent developments in the broader contact center market, digital transformation, mixed reality technology, and digital marketing. Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
VP of Product Strategy, LiveVox
Boris has 18+ years of experiencing developing strategy and products focused on driving Customer Engagement and Digital Relationship Management. His specialties include online customer experience, cross-channel enablement, and CRM implementations. Prior to joining LiveVox, Boris was the VP of Strategic Planning and Online Banking at US Bank and founder of Terafina, a leading provider of Omni Channel Sales Solutions with integrated Analytics & Mobile Capabilities.
Chief Marketing Officer, LiveVox
Nick has over 25 years of executive leadership experience in the marketing and technology space, serving private, PE-backed, and public organizations. He founded and developed the SpeechIQ product which was subsequently acquired by LiveVox in 2019.