When self-help is the best help

Access the 60 minute replay to see how to improve agent and customer satisfaction.

Customers don’t always want to speak with an agent. Today’s customers are electing to address issues themselves as their first choice for problem resolution. Join our industry expert to explore how instant gratification can translate to happier customers—and a contact center that’s no longer a cost center, but a strategic asset for businesses both large and small.

What you can expect

Tools to help customers solve their own issues
Tips to reduce call volume
Pointers to improve customer experiences across the entire journey
How self-service leads to an expanded role for agents.

Presenters

Mila D’Antonio
Principal Analyst Customer Engagement at Omdia

Mila is a principal analyst in Omdia’s Customer Engagement practice where she focuses on the technology that enables intelligent, connected enterprise customer engagement. Her recent coverage has focused on customer engagement platforms, AI-powered marketing and service platforms, conversational AI, and customer data platforms.

Prior to joining Omdia (formerly Ovum) in January 2017, Mila served as editor-in-chief at 1to1 Media, where she led the editorial direction of the award-winning publication.

Vit Horky
Senior Director Digital Experience at NICE inContact

Vit co-founded Brand Embassy, acquired by NICE inContact, to help build better human connections between customers and brands. Before Brand Embassy, Vit founded a European digital communications agency (successfully exited) and software distribution company (failed with style). Vit’s passion about the future of the customer service industry recently brought him to publish a book called “Customer Service in the Transhuman Age”.

A Few Proud Customers

99.99%

Guaranteed
uptime

120+

Fortune 500 /
Global 2000

15 yrs

In the cloud

200+

Thousand agents

Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.

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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from NICE inContact.

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