Successful Agents Yield Happy Customers

It's been shown time and time again that happy agents lead to happy customers, and happy customers lead to increased loyalty and customer lifetime value. As the customer experience is the new battleground for companies, agent experience is just as important to a company's overall success. So what does it take to create a great agent experience? In this episode, Amelia is joined by Blair Pleasant, President & Principal Analyst at COMMfusion. Blair will share her expertise about why agent experience is essential to a company's overall success, what motivates agents to deliver their best, and what organizations can do to improve employee experience and engagement. Blair Pleasant is an independent industry analyst with over 20 years of experience, providing market insights and analysis on business communications markets and technologies for end-user and vendor clients. At COMMfusion, Blair provides insights, analysis, and consulting services to help the vendor and end-user clients develop ongoing strategies and tactics in the evolving business communications arena. Enjoy!