ASAAP

Hear 3 keys ways to reduce agent 
churn, improve your results

Tune in and improve your understanding of the motivations and frustrations of today's contact center agents. From our research with agents across dozens of industries, you’ll learn: 

  • What are the top 3 things agents want from their jobs? 
  • What impact do they expect from AI? 
  • How do you hire, train, and retrain the best?
Your focus on agents can have far-reaching impact. Efficiency. Cost-savings. Plus, happier agents typically keep happier customers, growing loyalty and lifetime value.
  

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Speakers


Barbara Porter, Managing Director,
Ernst & Young LLP
Barbara leads the Customer Service group and works with utility chief customer officers and customer experience executives as a trusted advisor. She works closely with teams to develop product and service growth strategies and streamline customer service operations to accelerate growth and performance. Most recently, she has been working with clients to help shift from traditional contact center operations to a digital, value creation operating model. This includes bringing innovative AI and machine learning solutions to improve agent performance, as well as improving self-service and omnichannel experiences.

Michael Lawder, Chief Experience Officer,
ASAPP

Michael leads the Customer Experience team at ASAPP. He has deep experience in transforming great companies and brands into customer-first organizations that, in turn, deliver great customer experiences, build loyalty, and drive better business results. Prior to joining ASAPP Michael held CX leadership roles at Samsung, Electronic Arts, and Apple. He is a passionate customer advocate.

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ON-DEMAND WEBINAR
CX: The Human Factor