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.
Megatrends for 2021
A new perspective for transforming customer experience in 2021 – beyond familiar metrics, processes & technology silos.
How do you measure customer experience?
What do other contact centers have to say about digital channels? Listen in to this roundtable and find out as they discuss how to handle greater call volumes; reduce operating costs; increase agent performance; and improve customer satisfaction. Plus, hear how COVID-19 is driving companies to ramp up automation. Event led by Annette Miesbach, Senior Product Marketing Manager at NICE inContact.
Help agents do more with digital channels
More than ever before, agencies are experiencing increased workloads – without the benefit of increased staff. It’s one of the reasons so many agencies have activated digital channels for their contact centers. Digital channels make it possible for agents to handle more inbound and outbound programs simultaneously, so their load drops and citizen engagement rises. Discover how digital channels can help your agency take on new duties, while still fulfilling its core mission.