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.


  • 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.


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