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You’re Failing Your Agents
and It’s Not Your Fault:

Redefining Agent Performance to Supercharge
Your Customer Service Experience

About the webinar

Agents in your contact centers who are happy and engaged have the potential to increase customer satisfaction ratings, improve net promoter scores and reduce customer effort scores twice as often as their less satisfied peers, according to Ventana Research.

Yet despite today’s plethora of workforce engagement tools, the how behind creating happy agents remains elusive. In fact, average attrition rates hover around 30-45 percent, costing your company up to double your lost agent’s salary to replace them. What’s more, when your agents are disengaged, they’re slicing about 34 percent of their salary off your bottom line with their poor service.

Join us for this free webinar to discover innovative methods and best practices to improve your agent experience. Mark Smith, CEO and Chief Research Officer of Ventana Research will share the techniques required to optimize agent performance and why it’s so transformative. Murph Krajewski, VP of Marketing for Sharpen Technologies, will then arm you with actionable steps to empower your agents with the right tools and processes that will blow your customers away.

In this webinar you’ll learn:

  • How to establish an agent performance imperative for increasing customer satisfaction.
  • Best practices designed to supercharge your agent experience.
  • How insights about agents can increase both satisfaction and performance.
  • Four actionable steps for empowering agents to dramatically improve the customer experience.

Who should attend:

  • Contact Center Managers / Contact Center Directors
  • VP of Customer Operations / Customer Operations Officers
  • CTOs / CIOs / IT Directors

About your speakers:

Mark Smith

CEO and Chief Research Officer, Ventana Research

Mark Smith is CEO & Chief Research Officer of Ventana Research, a leading market research and advisory services firm focused on business and technology. At Ventana Research Mark is responsible for the overall business and research direction, specializing in customer experience across marketing, sales and service. He covers technologies ranging from AI and cloud computing, to IoT and mobility. Mark’s 30 years of experience includes senior roles at Oracle, SAP, IRI Software and multiple advisory services firms. He was named the 2011 Software Industry Analyst of the Year by IIAR and was ranked among the 2012 Top Ten Technology Influencers by Human Resources Executive magazine.

Murph Krajewski

Vice President of Marketing, Sharpen Technologies

Murph has nearly 20 years of contact center industry experience in senior marketing roles working for leading cloud contact center providers. His experience also includes system administration roles, as well as customer-facing roles working with contact center managers to reveal the underpinnings of superior customer and agent experiences. Murph is a frequently cited customer experience professional, having been interviewed by Forbes, Inc., CustomerThink, No Jitter and other nationally renowned media outlets.