A Better Agent Experience Equals a Better Customer Experience
If the priority of a contact center is to keep customers happy, it should be equally as important to ensure that the service agents who are communicating with them are happy and satisfied in their roles too.
When the modern customer contacts a business, they expect the agent to know everything about them, including their name, their previous interaction history, their communication preferences and maybe even the reason they are calling. Without technology to help these agents, particularly within complex omni-channel contact center environments, service representatives are quickly becoming overwhelmed, exhausted and unable to perform to the best of their ability, which in turn massively affects the experience of the customer.
Read the InGenius white paper on how how computer telephony integration (CTI) can help and improve the overall performance of a business.
About Kari Simpson
Kari Simpson is an accomplished senior leader, with over 20 years of experience guiding large development and integration high tech projects with multiple cross-project dependencies. She holds patents related to website content data, instant message and semi-synchronous communication session availability and computer-based reading training. Kari has a Master of Education focused on online learning, and she previously held senior product management roles with BlackBerry, Mitel and AutoSkill International. Her insights on the contact center industry have been featured in Contact Center Pipeline and UC Today.
Kari developed an understanding of successful call centers by working as a Customer Service Representative at two of Canada’s largest utilities – Bell Canada and Consumers Gas. As Vice President of both Product Management and Marketing for InGenius Software, she is responsible for the delivery of product roadmaps, enterprise customer requirements, business cases and marketing strategy. Kari offers unique expertise to successfully incubate, build and market customer-focused software.