Better Agent Tools = Better Customer Service

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Presented by

Robin Gareiss, President and Founder, Nemertes Research and Gayathri Krishnamurthy, Product Marketing Director, NICE inCont

About this talk

Is your contact center system working against you? Research shows that agents’ No. 1 goal is helping customers – and their No. 1 challenge is struggling with hard-to-use tools. Agent desktops often lack contextual, relevant data to help them promptly solve customer problems—and capitalize on opportunities. That’s contributed to poor KPIs, such as handle times and first contact resolutions impacting customer experience. Agents can’t improve issue resolution unless their contact center improves access to better customer data, analytics, and applications. This webinar presents tools your team needs to: • Access customer data and context effortlessly • Improve customer success metrics with an integrated desktop • Improve customer experience through faster problem resolution • Reduce call backs by resolving the issues, the first time Streamlining agent technology with analytics tools gives them the speed to solve customer issues, right at the first interaction. And, organizations are uncovering measurable success metrics: Customer ratings improve by 51.9%, and operational costs drop by 22.7%, according to Nemertes Research. Join Robin Gareiss, President and Founder at Nemertes Research and Gayathri Krishnamurthy, Product Marketing Director at NICE inContact in this webinar!

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Nemertes is a research-based advisory and strategic consulting firm that analyzes the business value of emerging technologies. Since 2002, we have provided strategic, client-centric recommendations based on data-driven operational and business metrics to help organizations deliver successful technology transformation to employees and customers. Simply put: Nemertes’ better data helps clients make better decisions. Please note: Nemertes owns the copyright to all content in this channel. You may not use, post, print, or repurpose any of material without the express, written consent of Nemertes. You may retweet or share only that content that Nemertes posts on its social media sites.