Better Agent Tools = Better Customer Service

Presented by: Robin Gareiss, President and Founder of Nemertes Research Group, and Gayathri Krishnamurthy, Product Marketing Director at NICE inContact

Are hard-to-use tools frustrating your agents and your customers? Do they have agents focusing on their screens instead of their customers?

Get the contact center system that drives your team towards its goals, not away from them. Faster issue resolution and better customer experience.

Watch this webinar and get tips and tools to:

  • Reduce agent frustration
  • Increase first contact resolution rates
  • Improve customer experience
  • Cut back on call backs

Plus, find more great resources to improve agent engagement and customer experience.


Robin Gareiss
President and Founder
Nemertes Research

Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She serves as chief financial officer, as well.

For 25+ years, Ms. Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors.

Ms. Gareiss leads Nemertes' Digital Transformation and Digital Customer Experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, UBM’s Enterprise Connect, ICMI, IDG’s FugureIT, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

Gayathri Krishnamurthy
Product Marketing Director
NICE

Gayathri (G3) has led Global Product Marketing and Product Management for several leading B2B SaaS companies. She has built and launched customer service products in 3 different flavors – CRM, pure play customer service and contact center software. Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience.