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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). Work from home 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 while working from home.

 

In this webinar, you will learn:

  • How consistency improves customer experience (CX)
  • How data-driven gamification and rewards keep remote agents engaged
  • 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

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva in May, 2020. 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