NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.
NICE inContact
DECEMBER 16, 2020
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.
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Uniphore
JUNE 16, 2021
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? There’s no way around it: How contact centers currently train and onboard agents is completely messed up.
NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. In the contact center, CSAT is the number one metric to watch as part of a complete performance measurement program. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.
NICE inContact
FEBRUARY 9, 2021
Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents.
Kerry Bodine
JANUARY 14, 2021
In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020? I hope you’ll join us for this webinar!
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In 2021, these figures increased further, with 79% of respondents using remote working (which includes hybrid home-office working), and 4% trialing it. In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations.
Speaker: Brian Morin & Helena Chen from SmartAction
2021 has not shaped up to be the live agent apocalypse predicted 5 years ago. However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. This webinar will cover: Why it’s important for contact centers to understand and practice customer empathy.
Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction
Join our most densely packed informational webinar where we discuss the secret sauce behind great speech technology in the contact center –> how NLU augments speech recognition for the highest accuracy possible since speech is never 100% right. January 13, 2021 at 11:00 am PST, 2:00 pm EST, 7:00 pm GMT.
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