Discover how ClearChoice hit the trifecta when they implemented CXone and CXone Agent for Salesforce. From agents being ecstatic with easy access to contact center controls and customer data, to managers who are delighting in the boost to contact center KPIs, to executives using contact center insights to drive company growth and results, the impact of CXone Agent for Salesforce is evident. Everyone wins big with CRM integrations!
Seamless customer experience: Combining AI virtual agents with live agents
What does the digital revolution mean for brand confidence? If the Customer Experience (CX) has traditionally been managed through human interaction, how do AI self-service and virtual agents change that? Offering digital messaging options not only saves your customers time and effort, it also translates to significant efficiency in your contact center that leads to stronger agent performance and, most importantly, drives higher customer satisfaction. Get ready to talk AI virtual agents, digital-first service, and the importance of providing a seamless customer experience across channels to reap significant advantages.
The real-world guide to managing remote teams with CXone (Frontline)
Leave this interactive workshop feeling energized and excited to create, implement, and confidently manage your remote workforce. Discover proven hiring, productivity, and training/coaching processes for maximizing remote agent and employee success. Walk away from this session with a workbook you can use as a real-life reference guide once you are back in the office!
The assimilation of sales, service and marketing (Mcgee Smith)
In the digital age, with more and more retail and commerce moving from brick and mortar to the Internet, the role of marketing has shifted. Driven by the indisputable rise of smartphones and mobile communications, companies are being forced to adapt to the reality that mobile has the potential to become the primary marketing channel. Similarly, the traditional purviews of the contact center - sales and service – are increasingly finding it challenging to be the human connection in the path from customer acquisition to retention, without the necessary data context from marketing to inform that role. As a result of these simultaneous trends, the industry is already seeing the seeds of sales, service and marketing coming together to better address a new, digitally focused definition of a customer journey. In this session, leading contact center analyst Sheila McGee-Smith will share best practices and future directions for the emerging fusion of sales, service and marketing.