NICE Talks – You Asked: How Do I Account for Digital Channels?

Title: You Asked: How do I account for digital channels in today’s ever-evolving workspace?

Session 1: June 29, 2023 | 11 AM ET, 3 PM GMT

Digital Engagement Revolutionized the Contact Center; It’s Time to Revolutionize How to Manage It

Workforce management has gone through monumental and exciting shifts in the past decade, from adding AI to supercharge forecasting and scheduling to the development of rich workforce engagement applications. But those changes have introduced new challenges you might not even be aware of. Each new interaction channel added value yet complexity.

For example, with easier contacts often diverted to bots, the interactions your agents are handling are longer and more complicated than ever. But when information about the contact isn’t available until after the interaction ends, it’s almost impossible to plan work across intervals. Traditional WFM paradigms create silos of inaccurate data that get in the way of your ability to manage your teams in today’s blended digital office.

Attend this session to learn more about:

• Managing omnichannel service delivery in an ever-evolving workspace
• Accounting for long and asynchronous interactions
• Gaining cross-departmental efficiencies to drive improved bottom-line performance

Speakers:

• Nancy Jamison | Senior Industry Director, Digital Transformation Practice at Frost & Sullivan
• Andrea Matsuda | Senior Product Marketing Manager at NICE

Author: Rachael Trickey