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Where the Customer Journey Meets the Agent Journey

Date: Wednesday, February 17, 2016
Time: 2:00 pm ET/11:00 am PT
Duration: 60 minutes
Sponsored by 8x8, Inc., hosted by Enterprise Connect and NoJitter

Your customers’ experience with your support organization and contact center has a huge impact on their impression of your brand, on their loyalty, and on how much they will spend with you through the years. Most companies are aware of the need to improve their customer journeys, but they don’t have the information they need to know what to do.

Your contact center agents' journey impacts your customers as well. How efficient are your agents? How much time do they waste looking at the wrong screens for information? What is the mindset of your agents when they talk to a customer? Are they focused on helping the customer or scrambling in the background to get to the information they need?

Businesses should be tracking and managing both journeys in order to become more successful. But this is easier said than done.

Join Aphrodite Brinsmead of Ovum Research as she shares insights from her new research looking into the customer journey, what causes trouble, and what has less of an impact. Max Ball from 8x8 will join to share new innovations that make it easier to track the customer journey and to ensure your contact center agents are as efficient as possible.


Aphrodite Brinsmead, Principal Analyst, Customer Engagement, Ovum

Aphrodite analyzes trends in customer service, having authored reports on real-time analytics, intelligent virtual agents, and digital customer support. She has presented globally on the emergence of social media as a customer service channel. Aphrodite has also created market forecasts and designed questionnaires to discover changes in customer service and channel preferences.

Prior to joining Ovum, Aphrodite worked as a data assistant at ZenithOptimedia, where she was responsible for manipulating and analyzing data from direct response advertising campaigns. Aphrodite holds a BEng in Microelectronics and Software Engineering from the University of Newcastle.

Max Ball, Contact Center Product Marketing, 8x8

Max Ball has been in the Contact Center world for over twenty years. He has worked in a variety of roles including Product Marketing and Management, and Sales and Professional Services for companies including Edify, IBM and Genesys. Max now manages Contact Center Product Marketing for 8x8. Max’s background includes expertise on web based banking applications and natural language text interpretation software, he is a graduate of Stanford University.


Michelle Burbick, Associate Editor, No Jitter; Program Coordinator, Enterprise Connect

Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis of the enterprise convergence/unified communications industry. In addition to writing, editing, and managing No Jitter, Michelle also serves the role of Program Coordinator for its affiliated industry event, Enterprise Connect, the largest independent conference and exposition devoted to the enterprise communications industry.

Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector.