Treat Your Agents Like Adults, Not Kids w/ Eduardo Nofuentes, Agile Contact Centre

Eduardo Nofuentes and Marc Bernstein talk about how Eduardo transformed his contact center to achieve these results and what steps you can take to introduce agile to your contact center. Eduardo Nofuentes is the Founder & Director of The Agile Contact Centre and Director at Neu 21. Both are consultancies that transform organizations so their employees can produce their best, most innovative work together. Eduardo launched The Agile Contact Centre after discovering that his agile methodology doubled CSAT scores, reduced agent error by 72% and led to agent tenure of 2.5 years.