Oru Mohiuddin, Senior Research Manager, IDC and Dana Shalev, Head of Product Marketing, NICE
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.