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Why Contact Center Agents Hate Coming to Work and What To Do About It


Presented By: Five9

Presented by Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics; and Sean Head, Five9

Live Date: April 14, 2016. Please sign in to listen to the recording

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About the Webcast

Contact center agents have a tough job, and as the front line of your business, their performance can have a major impact on productivity, effectiveness and customer satisfaction.

Customers may call, email, chat or tweet, but no matter the method, agents are often the ones to respond. In order for agents to do their jobs successfully, they need access to the right tools and information at the right time.

In this webinar you will learn ways your company can improve the bottom line and boost customer satisfaction by enabling agents to be more productive, more efficient and provide more meaningful customer service.

About the Presenters

Sheila McGee-Smith, President & Principal Analyst

Sheila founded McGee-Smith Analytics in 2001 and is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.

Sean Head, Product Marketing Manager, Five9

Sean has extensive product marketing, branding, and consumer engagement experience. Prior to joining the Five9 marketing team, Sean led successful marketing programs for SanDisk, VMware and Concur Technologies. With a proven track record of accomplishment, he enjoys working in diverse, open, and fast-paced organizations where people, technology, vision and innovation are at its core.