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Agent churn is bad. What if it didn't matter?

November 19, 2024
1 hour
Speakers:
Brooke Lynch
Divisional Director of Digital, CMP
Chris Arnold
VP Contact Center Strategy, ASAPP
Mackenzie Smith
VP & Head of Partnerships and Business Operations

About the webinar

Agent churn is a well-recognized problem in CX. Despite all efforts to reduce it, nothing seems to stick, leaving contact centers in a constant cycle of recruiting, hiring, and training new agents.

Why do traditional fixes fall short? And, can generative AI help us break free from the agent churn cycle?

Join us for a discussion on this persistent industry challenge. Brooke Lynch, Divisional Director of Digital at Customer Management Practice, will set the stage with the latest statistics. Then, Chris Arnold, ASAPP VP of Contact Center Strategy, and Mackenzie Smith, ASAPP VP of Customer Delivery, will uncover the root causes, and dive into how generative AI agents can finally help us turn the page on the agent churn problem while elevating customer experience.

What you'll learn:

The latest trends in agent churn and its impact
Why current fixes for agent churn aren’t working well
How genAI agents can help you bypass it while providing great customer service
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About the speakers

Brooke Lynch
Divisional Director of Digital, CMP

Brooke Lynch is the Divisional Director of Digital at the Customer Management Practice. With a background in television news and production, she’s worked across industries covering B2B marketing, healthcare and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a focus on e-commerce, retail, and CX technology. Brooke studied journalism at the University of Wisconsin-Madison, and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.

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 & Head of Partnerships and Business Operations

Mackenzie Smith is the VP & Head of Partnerships and Business Operations, responsible for product onboarding, ongoing services, technical support, technical project management, and partnership relations. 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.

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Agent churn is bad. What if it didn't matter?

Contact center agent churn remains a persistent issue. Learn how generative AI offers a new solution, overcoming traditional remedies that no longer work.

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What you'll learn

1.

The latest trends in agent churn and its impact

2.

Why current fixes for agent churn aren’t working well

3.

How genAI agents can help you bypass it while providing great customer service

1.

The latest trends in agent churn and its impact

2.

Why current fixes for agent churn aren’t working well

3.

How genAI agents can help you bypass it while providing great customer service

4.

5.

Agent churn is bad. What if it didn't matter?

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Agent churn is a well-recognized problem in CX. Despite all efforts to reduce it, nothing seems to stick, leaving contact centers in a constant cycle of recruiting, hiring, and training new agents.

Why do traditional fixes fall short? And, can generative AI help us break free from the agent churn cycle?

Join us for a discussion on this persistent industry challenge. Brooke Lynch, Divisional Director of Digital at Customer Management Practice, will set the stage with the latest statistics. Then, Chris Arnold, ASAPP VP of Contact Center Strategy, and Mackenzie Smith, ASAPP VP of Customer Delivery, will uncover the root causes, and dive into how generative AI agents can finally help us turn the page on the agent churn problem while elevating customer experience.