Workforce Optimization (WFO) has become a staple in any sophisticated CX strategy. WFO comprises a variety of applications and analytics, some AI-enabled, that help CX leaders manage agent schedules and performance, analyze customer interactions to improve metrics, and deliver the data needed to continually improve customer engagement.
Winning new customers is part of the battle; keeping them and growing the relationship is the other. AI-enabled CRM and sales-enablement tools help automate advancement of sales cycles. But once you’ve hit “closed-won,” how do you ensure the customer stays loyal and engaged, while buying more products and services.
If you don’t have a Voice of the Customer (VOC) program, you’re not only doing yourself a disservice; you’re also at a competitive disadvantage. And if you’ve already got one up and running, there are likely some new technologies and best practices you should consider. This webinar provides actionable steps you should take now to establish or improve your VOC program.
Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels.
The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
Customer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home…
During this webinar, Metrigy CEO Robin Gareiss and NICE inContact VP of product marketing Chris Bauserman will demystify the confusion around AI. This and subsequent webinars in this series will drill down with even more granularity to provide clear recommendations on how targeted use of AI will improve success metrics.
Customers are relying more on digital channels to make purchases, research products and get advice. So, it’s not surprising that by 2025, more than half of all customer interactions will…
A continuing debate at many companies is whether to move fully or partially to the cloud contact center. And for those already there, they’re always evaluating new ways they can benefit from the cloud.
About 48% of contact centers are using cloud platforms, whether multi-tenant CCaaS or single-server hosted and managed. And nearly half of those using cloud contact center say the implementation was better than expected. At the same time, 22% of those who have moved to the cloud say they prefer on-premises—and 7% of those changing architectures by 2022 are moving back to on premises.
With the increasing focus on customer interactions, CX leaders want to leverage architecture decisions to provide the best return on investment. This webinar will help guide companies on their CX architecture decisions, addressing the following:
– If you’re platform is on-premises, is it time to move to the cloud?
– How can you leverage the cloud without moving the entire platform?
– How does CPaaS fit into the CX architecture decision?
– What real-world benefits are organizations seeing in the cloud—and on-premises?
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