Name: NICE Adaptive Workforce Optimization - Right Agent Right Customer
Start: 2016-02-04T06:20:00Z
End: 2016-02-04T06:21:43.000Z
Location: BrightTALK
Rating: 0

In today’s world, customers expect you to know exactly what they did on previous interactions and to deliver a real-time and personalized response.
NICE solutions provide a new digital edge to contact center interactions from accurate and immediate customer identification, through an understanding of the customer journey, to real-time data driven agent guidance.

Companies have changed the priorities of the contact center workforce optimization effectiveness.  Now more than ever there needs to be a balance between improving agent productivity and utilization while improving the quality of customer interactions.  Are you providing your contact center agents with the necessary tools, coaching, and continuous improvement practices? Are they able to quickly adapt to real-time information and customer data in order to create a greater, more successful experience?   During this session we'll uncover challenges and current market directions in order to create a more productive and effective workforce.

EMEA - Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions

APAC - Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions

Donna Fluss, President, DMG Consulting Group shares why the service world is changing for the better, and why workforce optimization (WFO) solutions are playing a major role in the evolution. Mega-trends are driving enterprise investments. The world of technology is being enabled by globalization, virtualization, mobility and the cloud, and your organization has to be ready.

What you’ll learn:
•The top servicing priorities for companies
•How WFO solutions help companies achieve enterprise service goals
•The role of WFO solutions and analytics in the contact center of the futureHow the customer journey is enhanced by breaking down the walls between the front and back office

DMG Consulting Group share insights on WFO

Watch our short video to learn how Adaptive WFO can help you understand your agents and ensure their skills are always matched to the needs of your individual customers.

NICE Adaptive Workforce Optimization - Right Agent Right Customer

Customer

Experience

Workforce

Optimization

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

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Business Intelligence and Analytics

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Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

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NICE Adaptive Workforce Optimization - Right Agent Right Customer

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