Back to Basics: Agent Engagement Tops 2022 Contact Center Priority List

2022 has presented contact centers with new challenges as a result of remote and hybrid work arrangements. Agent engagement is more important now than ever to control spiking attrition rates and to retain staff amid record low unemployment. Just as customers abandon brands due to poor experiences, the same can happen with employees.

Conversely, engaged employees deliver productive, personalized support, which drives top line revenue. And if we've learned anything from the past 2 years, adaptability is essential to any business interested in remaining competitive.

Join our webinar to hear more about agent engagement trends and these strategic imperatives for contact centers in 2022.

On Demand
0h 45min

Featured Speakers

  • David Myron
    David Myron
    Principal Analyst, Contact Center Technologies

    As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs. David started covering the contact center industry in 2001 as the customer service and support editor atCRMmagazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director ofSpeech Technologymagazine and was the founding editor David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.

  • Tim Richter
    Tim Richter
    Director of Product Marketing, Cloud Contact Center Solutions

    Tim Richter is the Director, Product Marketing for Twilio Flex. He has over 15 years of experience in the communications industry in product management and product marketing roles. As a frequent speaker and content contributor for the contact center industry, Tim enjoys examining evolving market trends and communicating innovative customer solutions to educate and inspire.

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