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Best Practices to Make Every Agent Your Best Agent

Wednesday Jun 12, 2:00 PM – 3:00 PM EDT — Sign Up For Events



The performance of contact center agents fluctuates, resulting in unpredictable business outcomes and an uneven customer experience. In this session, we discuss the art of transforming every agent into a star performer. You will:

  • Discover expert strategies to equip your agents with the tools they need to excel, ensuring seamless interactions and exceptional service delivery
  • Gain invaluable insights on how to accurately gauge, enhance and retain top agents
  • Best ways to accurately measure and improve agent performance

Don't miss this opportunity to hear real-world customer success stories and actionable tips that will improve the quality, performance, and efficiency of your contact center operations. 

Presenters:

Trent Isaacs, Sr. Director, GTM Strategy for Real Time Work, Verint

verint - Trent Isaacs Trent Isaacs, Sr. Director, GTM Strategy for Real Time Work, Verint

Trent has been working in the contact center industry for over 25 years in a variety of roles. He is a passionate believer that the success of people in the modern contact centers are best served by building productive partnerships with technologies that help them effectively manage customer interactions, drive game-changing business results, and world-class customer experiences.


Nicole Nevulis, Senior Director, Global Go-To-Market Strategy, Verint

Verint - Nicole Nevulis Nicole Nevulis, Senior Director, Global Go-To-Market Strategy, Verint

Nicole’s passion is driving organizational transformation with a people-centric approach, focusing on leveraging process and technology to maximize the power of people. She started her career in the contact center before moving into the operations world at major financial services brands, State Street and Federated Investors.

She recognized the opportunity with tech to harness the power of people involved in service delivery outside the traditional contact center, she transitioned her career into the Workforce Engagement space, pioneering and leading to this day Workforce Management capabilities designed to meet the needs of operations teams.

As part of Verint’s intrapreneurial team, she was agile across many roles and able to leverage her depth and breadth of experience to develop approaches that allowed organizations to achieve their goals of managing costs without sacrificing employee and customer experience. Nicole believes that all the functional areas executing work for customers are valuable and contribute to customer experience. Her move into marketing has allowed her to evangelize and provide thought leadership, influencing operations to move beyond the contact center space.

Nicole has balanced her career while pursuing higher education, graduating with honors from UMASS Boston and an MBA from Northeastern University. She is an avid runner, always using the latest tech to help her level up!