Leaders uncover how to handle contact center demand swings


Hear firsthand accounts from leaders at Vera Bradley and Michigan 2-1-1 as they share how building in agility transformed their contact centers. From service delivery to the technology that supports it, things have never been the same at their companies – and their stories of success explain why. This panel discussion provides a unique opportunity to listen as your peers share insights into this critical issue.

White Papers

5 ways to manage demand swings in your contact center

In this eBook, you’ll discover how using digital channels, AI, automation and other technologies can manage interactions with little to no support from a live agent. In addition, implementing these technologies can help you improve your KPIs, from lower AHT and abandoned rates, to higher FCR and CSAT. And when an agent is needed, ensuring they have timely and effective support will lead help them resolve customer issues faster, leading to a better customer experience.


Be ready for anything: 3 tips to build agility into your contact center

What if your contact center could build a productive and distributed workforce – onsite, at home, nearshore and BPO? Or conquer surprise disruptions without team burnout? Or capitalize on new opportunities with a broad mix of service options to reach more customers and serve them faster? Get agility tips for how to accomplish these objectives and prepare for whatever lies ahead. Webinar led by industry experts Cheryl Helm, Helm Communications, and Chris Bauserman, NICE CXone.

Customer Stories

Fueling loyalty with digital

A leading transportation provider is driving customer loyalty with smart digital conversations.