The parallel tracks of agent and customer satisfaction

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 included: Moderator Greg Collins, VP Customer Advocacy at Zendesk; Stephanie Dorman, VP Support and Training at Mediaocean; Toby Shannon, EVP Support at Shopify, Jen Grim, Customer Support Director at UncommonGoods; and Micaela McDonald, Pinner Operations Manager at Pinterest.

This session was recorded on October 15, 2015.


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