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Creating an Agent Experience Culture That Sticks


Presented By: Sharpen


Presented by Adam Settle, Director, Learning and Development and Pam Hynes, VP of Client Experience, Sharpen

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About the Webcast

For decades, businesses have invested countless hours and billions of dollars in an effort to make customers happy. Despite their best efforts, the American Customer Satisfaction Index has remained in the high 70% range...a stagnant C+. On top of that, agent turnover has reached peaks of 45% year-over-year. 

The core problem…poor agent experience.

In this session, you’ll learn:

  • The three major components used to view the complete agent experience
  • Common agent experience measurement barriers and pitfalls
  • 3 action items to begin improving agent experience in your own contact center.


About the Presenters

Adam Settle, VP of Sharpen University

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.

Pam Hynes, VP of Client Experience, Sharpen

Pam is an experienced leader in providing cloud-based communications and engagement solutions to contact centers. Her understanding of the business of contact centers is a result of 30+ years experience working with Contact Center leaders around the globe. Pam has ran support, implementation, operation and client success teams that were focused on customer experience.  With each of these team, she helped define the ways companies should engage customers to provide the highest levels of customer experience and has become a published author on the subject.