CSAT stagnant? Improve agent satisfaction!

Thursday, March 19, 2020 - 2:00pm ET | 11:00am PT

What single factor has the most impact on Customer Satisfaction (CSAT)? According to 86% of CX executives in a recent Gartner survey, it’s Agent Experience (AX).

Don’t put your CSAT at risk—start making AX a priority!

Join this session to learn how giving your contact center agents the right tools, skills and focus helps them improve CSAT! Plus, find out how integrating your contact center and Customer Relationship Management (CRM) system improves your agent experience as well as your customer experience.

What Attendees will learn:

  • How agent satisfaction directly impacts your Customer Satisfaction (CSAT)
  • How to improve agent satisfaction and CSAT simultaneously
  • How contact center and CRM integrations drive both agent satisfaction and CSAT

Who should attend:

  • VP's of either a Contact Center/ Call Center
  • VP of Workforce or Customer Service
  • Director of a Contact/ Call Center
  • Director of Customer Service/ Consumers
  • Director Workforce Management
  • Manager of a Contact/ Call Center
  • Manager of Customer Service/ Consumers
  • Manager Workforce Management


Lisa Hotchkiss
Principal Solutions Marketing, NICE inContact


Maurice Nagle
Web Editor, TMC

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