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How to Provide Your Contact Center With a Better Agent and Customer Experience


Presented By: Sharpen

Live Date: November 15, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Adam Settle, VP of Sharpen University, and

Don Stewart, Director of Platform Enablement, Sharpen

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About the Webcast

8% of customers feel like they’re receiving a great customer service experience.

80% of organizations think they’re nailing it. 

It’s time to address the root issues behind your customers’ dissatisfaction. The key is to treat your agents the way you want them to treat your customers.  

Join us as we show how Sharpen provides organizations with strong coaching and training tools which improve the agent and customer experience.   

What you’ll learn:  

  • How to simplify your agents’ experience at work, empower them to love their jobs, and enjoy helping customers.
  • How to use in-line training and in-line coaching to give your agents feedback in the moment.
  • How to develop your agents using scorecards.
  • How to optimize your customers' journey and agents’ experience using Sharpen's insights and analytics.  

About the Presenters

Adam Settle, Vice President of Product, Sharpen Technologies

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.

Don Stewart, Director of Platform Enablement, Sharpen

Don’s been in the contact center industry for +20 years, getting his start as an agent, then moving from QA and development, to marketing, sales, sales engineering and platform enablement. He’s conducted hundreds of demos for Sharpen’s Contact Center software, learning what customers love, what they’d love to see, and working to enable our development teams with direct feedback to influence the product roadmap.