Better Agent Tools = Better Customer Service

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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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.