Live Expert Session | Apr 8 | 2pm CT

Reduce Call Volumes.Double CSAT.

Watch on YouTube

This is a past event. But we went ahead and recorded it for you.

4 Agile Tactics to Get There Quickly.


As contact center leaders, you're constantly after the impossible combination:
Improving costs, customer satisfaction, and employee happiness. At the same time.

Marcie Murray (Shopify) and Eduardo Nofuentes (The Agile Contact Centre) have made it possible with agile.
We asked them to share the 4 most impactful agile contact center tactics in our live session.
These tactics helped them:💰 cut call volume by 40%📈 double CSAT scores🙆‍♂️ retain agents for 2.5 years

What you'll learn:

  1. Dramatically reducing call volume by eliminating failure demand
  2. Making fast improvements by enabling your team to manage themselves
  3. Maximizing outcomes by rethinking recruiting, rostering, WFM, metrics, and reporting
  4. Building trust with your team by avoiding command & control management

The best part?

No sales pitches, no marketing fluff

Just 30 minutes of pure education followed by Q&A.

Putting faces to the names: Our speakers

Eduardo Nofuentes
Founder, The Agile Contact Centre

Marc Bernstein
CEO, Balto

Marcie Murray
Director Ecosystem Operations, Shopify

Sean McGinn
Director, The Agile Contact Center

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