[Upcoming] Agent churn is bad. What if it didn't matter?
Speakers:
Chris Arnold
VP Contact Center Strategy, ASAPP
Mackenzie Smith
VP, Customer Delivery, ASAPP
Brooke Lynch
Divisional Director of Digital, Customer Management Practice
Agent Churn Is Bad: Why Fixes Don't Stick & How GenAI Can Help Overcome It
- Tuesday, November 19, 2024
- 12:00 PM Eastern Standard Time
- 1 hour
Register for Webinar
Contact centers are sick. They have been for a long time. The disease? Agent churn.
CX leaders have tried a lot of treatments: flexible schedules, workforce engagement management, even higher salaries. CX spending has increased by more than $130 billion since 2019. But the disease persists, as the average churn rate remains a historically high 52%.
All of this is unfolding against a backdrop of peak customer dissatisfaction, as the CX industry struggles to fill the agent gap with chatbots and agent copilots that make the experience feel robotic to both customers and agents.
What if the key is to stop treating agent churn and start finding a way around it? What if we stop mechanizing agents and customers – and instead, humanize the machines?
Join us for this thoughtful discussion about the agent churn challenge that has long plagued the industry, and how generative Al now offers a new path forward.
What you’ll learn:
- Why the traditional remedies for agent churn aren’t working
- How automation with chatbots fails to fill the gap – and frustrates customers
- How generative Al makes great CX possible at any scale – despite high agent churn
Speakers:
Chris Arnold
VP CONTACT CENTER STRATEGY, ASAPP
Prior to ASAPP, Chris spent 20 years leading contact center strategy and technology implementation for Verizon and Alltel, leading staff operations, and managing desktop automation and augmentation.
Mackenzie Smith
VP, CUSTOMER DELIVERY, ASAPP
Mackenzie Smith is the Vice President of Delivery & Operations at ASAPP, responsible for product onboarding, ongoing services, technical support and technical project management. Prior to ASAPP, she helped clients build proprietary advertising technology platforms at IPONWEB and lead client engagements for digital advertising at Merkle. Throughout her career, she has been focused on partnering with clients, across industry sectors, and utilizing technology and analytics to drive business value. She is a graduate of Harvard University.
Brooke Lynch
Principal Analyst & Deputy Divisional Director, CCW Digital