Name: How Can I Tap Into AI's Potential in the Contact Center Beyond Chatbots?
Start: 2023-03-23T09:13:00Z
End: 2023-03-23T09:13:50.000Z
Location: BrightTALK
Rating: 5

Designed to help customer experience and marketing professionals create the perfect customer love story. This channel hosts webcasts which discuss best practices for understanding the voice of the customer, mapping customer journeys and personalizing the customer experience.

In today’s uncertain business market, every company must increase their focus on retaining customers, regardless of size or industry. Companies need a solid foundation of customer experience (CX) solutions to deliver agility, but they also must continue to advance their efforts to keep pace with the competition. Failure to invest in the right customer and employee experience leads to lower revenue, higher attrition, and higher support costs. Businesses that prioritize CX investments will be better positioned to meet and exceed evolving customer and employee expectations. In this fireside chat webinar, we’ll discuss:

Key CX areas companies should invest in this year
Common CX pitfalls and how to avoid them
Best practices of CX market leaders and how they can be applied at any company

What are the key CX areas companies should be investing in this year and why?

Enterprises around the world are embracing digital transformation with an eye on improving customer and employee experiences, rather than just saving money. With these stakeholders taking new priority, companies are rapidly adopting attended automation. However, some enterprises may struggle with implementing attended automation effectively to achieve maximum benefits. Through the Attended Automation Playbook, Everest Group aims to empower users at various stages of their attended automation journey with insights, methodologies, and practical advice to help develop winning strategies and achieve best-in-class outcomes.

Watch this webinar to learn:

What are the key applications of attended automation that elevate customer and employee experiences?
How can front-office processes be transformed using attended automation?
What role can attend automation play in enabling enterprises to adopt the citizen model successfully?
How can organizations kick-start their attended automation journey, and what are the key success factors to accelerate it?

Winning strategies to unlock superior business value with attended automation

Traditional WEM capabilities are not enough to support the challenges of modern-day contact centers. Customer service is critical to business value, and advances in technology are fast changing how service is delivered. The rise of digital channels and automation are making the roles of human agents more demanding and critical to CX, but retaining and attracting talent is harder than ever as work expectations change. Modern WEM tools need to incorporate functions that make work engaging and uplifting while augmenting agent performance. Join us at the NICE Talk webinar to discuss the role of WEM in turning traditional contact centers into intelligent engagement centers that meet modern CX needs.

WEM innovations help you to better engage agents with today's CX complexities

Self-service is the front door to most customer journeys, with whatever channels customers choose. The best self-service flexibly engages with customers, adapting to their responses and choices in real-time. And it is much more than a tactic to deflect calls away from live agents. Intelligent self-service systems are knowledge engines that place just-right information into the hands of both agents and customers at just the right time. Contact centers that adopt modern tools for self-service, like AI chatbots or customer portals, enjoy delighted and loyal customers. In this webinar, NICE and Ventana Research will discuss how companies can spruce up their self-service front door and put out the welcome mat for smart, seamless customer journeys.

How to increase customer engagement with self-service and Knowledge Management

In today's competitive business landscape, providing exceptional customer service is no longer a nice-to-have but a must-have. To achieve this, organizations need to empower their customer service agents with the right tools and software that enable them to deliver personalized, efficient, and effective customer service.

Turn Agents into Superstars

While many contact centers are transforming to focus on customer experience, they’re not actually going far enough. They’re going in the right direction, but the focus needs to be on digital customer experience, and this is where artificial intelligence becomes a must-have. Digital CX is driven by data, and with the right AI capabilities, contact centers can harness that data for more intelligent forms of customer engagement, as well as better agent experiences.

During this webinar, independent analyst Jon Arnold will further explain why digital CX is so important, along with how contact centers need to think beyond chatbots to tap AI’s potential for all facets of their operations. Jon’s presentation will build upon his recent white paper for NICE, and he will be joined by Lauren Maschio—a combination you won’t want to miss!

How Can I Tap Into AI's Potential in the Contact Center Beyond Chatbots?

Customer Experience

Digital CX

Artificial Intelligence

Contact Center

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How Can I Tap Into AI's Potential in the Contact Center Beyond Chatbots?

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