Ask Laura Bassett what a typical day is like – and NiCE CXone’s Vice President of Product Marketing quickly draws from a metaphor to describe her role behind the scenes.
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Transforming customer experiences
The benefits of agent engagement are obvious to any contact center manager or supervisor. Agents who are engaged align their own personal goals with those of the company they work for.
If there is one single perk that contact centers can offer to agents to recruit and retain staff, it’s flexible scheduling. With the ability to work from nearly anywhere, agents want to fit their work schedule to their lives, not the other way around.
Today’s most sophisticated enterprises are investing in technologies to better understand what makes for successful customer interactions.
Advances in artificial intelligence have businesses rethinking their approach to customer communication. Gone are the days of wishing for the best and responding when things go wrong.
In 2022, there are more pathways to engage with businesses than ever before. Social media, chat, instant messaging, and apps have all been added to the menu along with traditional options like voice and email.
Digital CX Week 2022 brought together some of today’s top CX industry thought leaders for three days of insightful discussions about how companies can better harness digital-first tech tools available now—as well as what’s on the horizon.