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Fulfilling the Promise of Agent Empowerment


Presented By: Sharpen

Live Date: August 2, 2018. PLEASE SIGN IN FOR THE RECORDING.

Blair Pleasant, President & Principal Analyst, COMMfusion LLC and

Murph Krajewski, VP of Marketing, Sharpen Technologies

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About the Webcast

Most contact centers face epidemic levels of agent attrition due to unhappy agents. At the same time, research shows that agent dissatisfaction is severely curbing a positive customer experience. Given the importance of the agent experience, why are contact center managers still plagued by these issues?

In this webcast we share how key trends such as AI and IoT  are driving new opportunities for agent empowerment.

You will learn: 

  • How to boost CSAT with agent empowerment.
  • How to capitalize on artificial intelligence to empower agents and improve their overall experience.
  • How to evaluate whether your tools are helping or hurting your agent experience.





About the Presenters

Blair Pleasant , President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies (now BCStrategies)

 As a communications industry analyst, she provides strategic consulting services and market analysis on business communication applications, technologies, and markets, aimed at helping end-user and vendor clients both strategically and tactically. Her primary areas of focus are Unified Communications and Collaboration, Contact Center, social media, and other business communications technologies. Blair provides clients with a variety of custom consulting services, including market analysis, surveys and research, white papers, product assessment, competitive analysis, strategic development, vendor analysis, marketing and product positioning, partner development, and more.   


Murph Krajewski, VP of Marketing, Sharpen Technologies

Murph has nearly 20 years of contact center industry experience. Since 2016 he has served as vice president of marketing for cloud contact center provider Sharpen Technologies. His responsibilities include designing, implementing and measuring marketing strategies that increase brand awareness and drive sales. Prior to Sharpen, Murph served as senior marketing manager for customer experience solutions provider Interactive Intelligence (acquired by Genesys). There he led new media initiatives focused on creative digital marketing.