ICE [Ep 3]: The Agent Experience - From Good to Great

Presented by

Robin Gareiss, President and Founder, Nemertes Research

About this talk

Intelligent Customer Engagement Series [Ep 3]: The Agent Experience - From Good to Great Although organizations are busy adding self-service channels, and AI-enabled chatbots or virtual agents to their customer engagement strategies, there is no replacement for the human touch. Successful companies are transforming the agent experience, delivering better coaching, more analytics, and improved compensation packages. Learn how you can leverage AI and analytics to reduce contact center agent turnover rates--and ultimately improve the customer experience.

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Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.