Discover how Focus Services tackled and overcame 5 key agent engagement challenges that can tilt the scale from Raging Critics to Raving Fans. Join Paul Liljenquist, President at Focus Services, for an in-depth discussion around those challenges that directly impact employee morale and customer experience. Hear how Focus Services overcame each of these roadblocks performance management best practices and CXone.
Contact center cloud transformation a year in review (Univ of Miami Health)
Follow the journey that the University of Miami Health System took in transitioning from an on-premise contact center technology environment to a fully integrated, comprehensive cloud contact center platform. Discover how the UHealth team is using NICE inContact CXone to manage their enterprise workforce, IVR system, SMS communications, and more in order to provide the best experience possible for patients and consumers.
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.
Scheduling for success with CXone workforce management (Vox Mobile)
Schedule adherence is CRITICAL to helping your contact center contain costs and improve customer satisfaction. Hear how Vox Mobile effectively wove it into their contact center culture. Discover how their team manages schedule adherence - from demonstrating the ROI and determining the best approach, to developing realistic goal and following them through to success.