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The parallel tracks of agent and customer satisfaction – Relate Live

At Relate Live NYC, we gathered together a panel of customer service leaders to discuss the importance of agent happiness on customer satisfaction. As Toby Shannon, EVP Support at Shopify, put it “Happy agent, happy customer, better company”.

The panel discusses what they’ve done to help the rest of the company value that as well, how they’ve engaged their teams and agents, and how they’ve measured and improved agent satisfaction.

Participants:

  • Greg Collins, VP Customer Advocacy, Zendesk (moderator)

  • Stephanie Dorman, VP Support and Training, Mediaocean

  • Toby Shannon, EVP Support, Shopify

  • Jen Grim, Customer Support Director, UncommonGoods

  • Micaela McDonald, Pinner Operations Manager, Pinterest

This session was recorded on October 15, 2015.

 

Join us at Relate Live

The Relate Live events for 2016 are all wrapped up, but we’re huddled up backstage right now planning for 2017. Keep on eye on our Events page to find out where we’ll be in the new year.

Interested in speaking at a Relate Live event?

If you’re a customer service leader who’s passionate about building better relationships (with customers and your staff) and you’d like to share your experience and advice with your peers, contact us at relate@zendesk.com. Our upcoming events are listed at relate.zendesk.com/events. Send us your ideas and the event that you’re interested in and we’ll be happy to have a chat with you about participating.

Let’s us know what you think

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Relate Live by Zendesk

Brilliant talks to help you build better customer relationships.

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