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How the right technology raises customer satisfaction in just 60 minutes- plus additional resources.

Nearly 2/3 of companies have customer experience (CX) transformation initiatives underway, with customer satisfaction (CSAT) serving as a top priority among businesses globally. What’s more, companies are spending 3% of their revenue on technology related to improving CX.

That’s why it’s critical contact centers deliver micro-moments in every customer interaction. When agents have the ability to create great moments with customers, both are more satisfied, resulting in high customer ratings and low employee turnover. The problem is, most organizations aren’t effectively empowering agents, tracking performance or acting on customer feedback.

Take steps now to boost customer (and agent) satisfaction and loyalty.

What you can expect

  • Find out how to empower agents so they can deliver instant gratification with every interaction—in any channel.
  • Learn to measure results efficiently and provide guidance in real-time based on AI-powered analytics.
  • Discover how to make the escalation from self-service to live agents seamless.
  • Examine the technology integrations vital to success.
  • Explore how AI can ensure knowledge management bases are optimal.
Presenters:
Robin Gareiss
CEO and Principal Analyst
Metrigy

Robin is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors and carriers. For 25+ years, she’s advised senior IT executives from Fortune 100 to Fortune 1000 companies, developing technology strategies to transform their businesses. She has also developed industry-leading, interactive cost models for some of the world’s largest enterprises. Her expertise extends to contact center AI-enabled customer engagement, customer success analytics and UCC.
Mark Ungerman
Product Marketing Director, CXone
NICE

Mark has worked in technical product management and marketing for the past 25 years. In his current role, he is responsible for conducting primary research to understand how business leaders use contact center solutions to increase profitability through improving productivity and customer lifetime value. Prior to NICE, Mark held influential roles helping technology companies build and bring products to market.