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On Demand | You Asked: How should I do workforce management in the digital era?
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Workforce management solutions were built to handle voice-only contact centers, but that world that is being displaced by digital channels. Forecasting and scheduling resources (human and bots) for digital interactions require different policies, processes, data collection techniques, and algorithms than those that have been applied for decades in voice-only contact centers. Although phone calls are not going away any time soon, voice-centric WFM solutions are sub-optimal and inherently inefficient. Join this webinar to hear Donna Fluss, president of DMG Consulting, and Andrea Matsuda, product marketing leader at NICE, discuss the challenges confronting WFM as contact centers become increasingly digital.
We'll discuss:
Speakers:
Donna Fluss
President, DMG Consulting LLC
Andrea Matsuda
Senior Product Marketing Manager, NICE
On Demand | You Asked: What does it mean to be CX AI-ready in 2024?
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In this webinar, we sit down with David Myron from Omdia to discuss what it means for organizations to get ready for, evaluate, and implement AI successfully to achieve their goals. We will discuss AI trends and how to evaluate business needs and desired outcomes when choosing AI solutions.
In this session you will learn:
Speakers:
David Myron
Principal Analyst, Business Platforms & Applications, Omdia
Michele Carlson
Senior Product Marketing Manager at NICE
On Demand | You Asked: How should we use digital and AI to reduce costs and drive efficiency?
Watch now
Digital and AI both took the contact center by a storm. Companies across all industries are rapidly incorporating digital across all their CX activities while also infusing capabilities such as Generative AI and automation throughout their digital customer journey. While firms are making rapid technology advances, changes in the economic landscape have altered strategic priorities. Aberdeen’s latest CX survey shows that reducing costs and improving efficiency now rank as the number one business objective, and it’s very closely followed by improving customer satisfaction and retention rates.
Join this NICE Talk to learn:
Speakers:
Omer Minkara
Vice President & Principal Analyst, Aberdeen
Brian Mistretta
Director of Product Marketing, NICE
Watch now
Workforce management solutions were built to handle voice-only contact centers, but that world that is being displaced by digital channels. Forecasting and scheduling resources (human and bots) for digital interactions require different policies, processes, data collection techniques, and algorithms than those that have been applied for decades in voice-only contact centers. Although phone calls are not going away any time soon, voice-centric WFM solutions are sub-optimal and inherently inefficient. Join this webinar to hear Donna Fluss, president of DMG Consulting, and Andrea Matsuda, product marketing leader at NICE, discuss the challenges confronting WFM as contact centers become increasingly digital.
We'll discuss:
- Why companies need to revamp their WFM policies, procedures, and applications to support the digital generation
- Top challenges voice-centric WFM solutions are facing with digital interactions
- How NICE is helping enterprises transition and reposition their WFM solutions to meet the needs of digital-centric customers
Speakers:
Donna Fluss
President, DMG Consulting LLC
Andrea Matsuda
Senior Product Marketing Manager, NICE
On Demand | You Asked: What does it mean to be CX AI-ready in 2024?
Watch now
In this webinar, we sit down with David Myron from Omdia to discuss what it means for organizations to get ready for, evaluate, and implement AI successfully to achieve their goals. We will discuss AI trends and how to evaluate business needs and desired outcomes when choosing AI solutions.
In this session you will learn:
- Foundational must-haves for successful AI implementation
- How to evaluate where your company is on their AI journey
- How to select the right AI solutions to achieve your company's objectives
Speakers:
David Myron
Principal Analyst, Business Platforms & Applications, Omdia
Michele Carlson
Senior Product Marketing Manager at NICE
On Demand | You Asked: How should we use digital and AI to reduce costs and drive efficiency?
Watch now
Digital and AI both took the contact center by a storm. Companies across all industries are rapidly incorporating digital across all their CX activities while also infusing capabilities such as Generative AI and automation throughout their digital customer journey. While firms are making rapid technology advances, changes in the economic landscape have altered strategic priorities. Aberdeen’s latest CX survey shows that reducing costs and improving efficiency now rank as the number one business objective, and it’s very closely followed by improving customer satisfaction and retention rates.
Join this NICE Talk to learn:
- Top strategic priorities driving CX leaders' agenda in 2024
- The role and ROI of intelligent automation in modern CX programs
- How to best measure CX success in a digital-enabled and AI-powered world
- Secrets of how best-in-class firms succeed in intelligent CX automation
- Real-life success stories
Speakers:
Omer Minkara
Vice President & Principal Analyst, Aberdeen
Brian Mistretta
Director of Product Marketing, NICE
