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Roundtable - Best Practices to Enhance Customer Loyalty and Employee Engagement


Presented By: CRMXchange


Presenters: Tenacity, Verint

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About the Webcast

Businesses are more aware than ever of the positive impact that customer loyalty and employee engagement can have on corporate performance. Sometimes customer loyalty and employee engagement go hand-in-hand. Sometimes they don’t. Customer experience and customer service leaders need to think hard about what their customers want from self-service and assisted service.

Agents are the last great link in the value chain, one of the key components in the customer experience. The technologies that are supposed to "optimize" the workforce really optimize the work and sometimes make life harder for agents. But a new wave of technologies will soon change that. Learn about these trends and also about the three most important things you can do to get your organization aligned to provide a better experience for your employees and reduce employee turnover.

Attend this session to learn how to: engage and empower front-line employees; manage generational differences;  match the right employees to the right customers for optimal experience.

Listen to this webcast to to learn how to make every agent your best agent.

About the Presenters

Ron Davis, CEO, Tenacity

Ron is the founding CEO of Tenacity, a startup that uses technology to improve employee retention, attendance and performance by transforming the agent work experience. He writes and speaks on agent quality of life, retaining millennials, managing call center stress, social analytics, and the cost of attrition, among other topics.

Prior to Tenacity, Ron was a top salesman at Fidelity National Financial, and a leader in initiating and driving several cross-functional initiatives to improve the employee experience. He also developed and led a coaching and teaching program for his clients based on Gallup’s “Strengthsfinder”. He earned a JD, with honors, from Harvard Law School, and an MS in Educational Leadership from the University of Oregon.

Scott Hays, VP, Global Solutions Marketing, Verint

Scott joined Verint in 2014 with the acquisition of KANA, bringing over 30 years of business technology experience. Scott is responsible for positioning Verint’s products and services to align with the business needs of customer engagement innovators. He is a regular blogger, speaker, and workshop leader for topics related to customer engagement—particularly in the use of data to achieve better outcomes with less effort. His prior experience includes software development and marketing for Epicor Software, Clarus Corporation, and Macy's. Scott holds a degree in Economics and Sociology from Stanford University.