Making a Case for Investment in the Agent Experience
Presented By:
Bonnie Chase
Director, Product Marketing at Coveo
Rosalie Girard
Business Consultant - Value Engineering
Coveo
Most enterprise companies are willing to continuously invest in improving their customer experience, but it is not always easy for Support Leaders to articulate the business value of investing in their agent experience.
In this session, our head of Business Value Consulting Services guides you through how to create a solid business case that justifies investing in more unified and effortless experiences for your agents, and the KPIs you must track to be able to demonstrate the ROI of those investments. Join us to learn methods to measure, benchmark and understand the yield of a more empowered and proficient contact center, and the type of technologies that will get you there.