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.
A customer’s digital transformation journey to the cloud (Empire Today)
In 2018 Empire Today decided to upgrade their call center platform to the cloud, replacing an on-premise system with InContact's cloud based platform. This move opened up a world of flexibility and functionality the national flooring company previously lacked, and provided the ability to quickly adapt to the businesses needs. This presentation will dive into the vendor selection process, including current market trends, explore benefits of migrating to the CXone cloud customer experience platform and uncover intricacies of the platform that Empire Today discovered in the process.
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!
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.