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Boosting Agent Engagement: Collaboration, Gamification, and Reward


Air Date: April 15, 2020
Time: 2 pm ET
Presenters: Gina Montague , Tamsin Dollin
Moderators: Roy Atkinson
Sponsor:

Watch the webinar video below.


Join us on Wednesday, April 15, at 2:00 PM ET for an interactive and informative hour on how to manage highly engaged teams.

Providing consistent service for customers is key to building great customer experience (CX). Agents who collaborate with their teammates and who are engaged in—and rewarded for—their work are likely to raise the level of service while retaining that consistency across the board. Appropriate rewards for the achievement of clear goals can help keep agents on track for continuous improvement.

 

In this webinar, you will learn:

  • How consistency improves customer experience (CX)
  • How data-driven gamification and rewards keep agents engage
  • How clear understanding of business goals contributes to improvement

You will come away from the webinar better equipped to manage highly engaged teams by providing clear goals and personalized rewards.

Reserve Your Spot!


Presenters
Gina Montague
Gina Montague
Manager, Support Services, Infinite Campus

Gina Montague is passionate about staff development, process improvement, and creating positive employee & customer experiences. Gina has over 25 years of leadership and service experience and is proud to have a career in the customer support industry. Since 2010, Gina has had the honor of leading the multi award-winning support team at Infinite Campus, a software company that is transforming K-12 education. Gina is a presenter at national conferences and other industry events, sharing her lessons learned on a variety of topics related to employee and customer engagement.

 

Tamsin Dollin
Tamsin Dollin
Senior Product Marketing Manager, NICE inContact

Tamsin Dollin is Senior Product Marketing Manager at NICE inContact, with a passion for helping businesses “connect the dots” on delivering a customer experience that stands out from the competition. For the past 10 years, Tamsin has had roles in contact center education and services – working closely with dozens of customer service teams across the US, UK and Canada as a Workforce Optimization (WFO) trainer. Prior to 2010, she gained expertise in enterprise architecture and technical education. Tamsin shares unique perspectives and valuable insights on effectively combining technology and processes to gain operational and competitive advantages. She posts regularly on LinkedIn and https://www.niceincontact.com/blog



Moderators
Roy Atkinson
Roy Atkinson
Group Principal Analyst, HDI/ICMI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Customer Experience, Agent