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

Presented by

Rich Correia, Head of Product Marketing, Workforce Optimization, NICE

About this talk

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.

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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.