What Your Call Center Agents Rant About On Social Media

and the 7 Surprising CX Insights They Reveal

July 21st  | 11 AM EDT | 4 PM BST

Sheila McGee-Smith

CX & Contact Center Industry Analyst
McGee-Smith Analytics

David Sokolitz

Contact Center Solutions Leader
Arise Virtual Solutions

Kumaran Shanmuhan

CX & Automation Consulting Leader
Jacada

Understand the Cost of Employee Disengagement

and Begin Your Journey to Make Every Experience a Great Experience

Webinar Replay

Real Rants from Real Call Center Agents.

Unreal Insights to Change CX Forever.

Join our Expert Panel to Reflect on #CallCenterLife

CX and Contact Center Operations Experts from Arise Virtual Solutions and Jacada join Sheila McGee-Smith to reflect on the true voice of call center agents, as heard on Reddit, Quora, Twitter, Facebook, YouTube and countless other social networks.

Walk away with a playbook full of comics and videos featuring #CallCenterLife and game-changing CX insights — inspired by real rants from real call center agents.

What Do You Call Your Agents?

Will David Quit His Training?

Why Is Savannah Silent?

What Happened In Tracy’s Weekly Coaching Session?

Walk Away With a Playbook to Change the Game
  • How to Train and Onboard Your Agents in the New Normal Without Relying on Knowledge Management
  • How to Arm Your Agents With the 10 Superpowers that Reduce AHT and Boost NPS
  • How to Coach Your Agents to Become Your Best Agents Without Traditional QM and PM
  • How to Go Beyond FCR and Avoid the Next Issue With Proactive Customer Service
Who Should Attend
  • Customer Experience Planning, Strategy & Execution Pros
  • Contact Center Operations & Workforce Management Pros
  • Conversational AI & Intelligent Automation Pros
  • COOs, CIOs, CTOs and Digital Transformation Pros
Win Swag Featuring Comics about #CallCenterLife

Panelists

sheila

Sheila McGee-Smith

Leading CX Industry Analyst
McGee-Smith Analytics

Sheila is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.
david

David Sokolitz

VP Solution Design
Arise Virtual Solutions

David heads up solution design at Arise Virtual Solutions, a pioneer of on-demand customer management technology and business process outsourcing. He has designed and implemented global call center outsourcing solutions for Fortune 500 firms and is passionate about the next generation of contact center and customer engagement solutions. David joins us to share his perspective on the importance of agent training, onboarding, and retention, and why a new approach is essential in 2021 and beyond.

kumaran-350x350

Kumaran Shanmuhan

Global Head of Solutions
Jacada

Kumaran is responsible for solutions consulting at Jacada. With over 18 years of consulting and hands-on change management experience, Kumaran’s passionate about automation’s role in defining the future of work and the future of customer experience. He is excited to share earned secrets on why we should first listen to our customer service employees if we truly care about the customer experience.

About Us

Jacada is the leading provider of contact center automation software that is powered by AI and RPA. Contact center leaders around the world trust our low code automation platform to assist customers and agents during moments that matter.

Contact Us

+1 (770) 352-1300
11560 Great Oaks Way, Suite 200
Alpharetta, GA 30022

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