Jennifer Lien

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2020 put contact center agents to the test in a big way, from transitioning to remote working environments to lacking all the tools they need to deliver effortless CX in the current environment. How can you provide a framework for agents to set their own boundaries in challenging times? How have metrics and KPI’s evolved, and what should we as leaders be doing to effectively incentivize and engage agents? In this session, Micah Citti and Jennifer Lien dive into the agent experience lessons learned in 2020 and will provide key takeaways that can be used to future-proof your own agent experience.