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

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.
Recorded Mar 10 2016 41 mins
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Presented by
Rich Correia, Head of Product Marketing, Workforce Optimization, NICE
Presentation preview: APAC - Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions

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  • EMEA - Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions Recorded: Mar 10 2016 21 mins
    Rich Correia, Head of Product Marketing, Workforce Optimization, NICE
    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.
  • APAC - Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions Recorded: Mar 10 2016 41 mins
    Rich Correia, Head of Product Marketing, Workforce Optimization, NICE
    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.
  • DMG Consulting Group share insights on WFO Recorded: Feb 4 2016 61 mins
    Donna Fluss, President, DMG Consulting Group
    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
  • NICE Adaptive Workforce Optimization - Right Agent Right Customer Recorded: Feb 4 2016 2 mins
    NICE
    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.
Creating Perfect Experiences
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.

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  • Title: APAC - Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions
  • Live at: Mar 10 2016 5:00 am
  • Presented by: Rich Correia, Head of Product Marketing, Workforce Optimization, NICE
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