ICS and ezCater Present a Method to Increase Service Levels Through Reducing Agent Attrition

During the Society for Workplace Professionals annual conference, ICS and its client ezCater will demonstrate how reducing agent attrition has helped increase service levels by 40%. This presentation will take place during the “Happy Agents, Happy Customers” workshop hosted by Julie Rupp, VP Sales at ICS.cx, and Kelley Bond, Director of Customer Experience at ezCater. The event will be held in Nashville at the Omni Nashville Hotel from March 4-6.

ICS.cx provides contact center solutions that aim to improve customer experience (CX) and agent satisfaction while driving business value. For its part, ezCater encourages customer satisfaction by optimizing agent performance through a supportive corporate culture and cutting-edge productivity tools. The workshop will cover topics such as agent autonomy, fit, alignment with business process outsourcing (BPO) partners, IEX, and more.