Gayathri Krishnamurthy

Director Product Marketing NICE inContact

Mon, Jan 25 - Digital Transformation

Monday, January 25th, 2021

1:45 PM Deliver Operational Agility with a Unified Cloud Contact Center

What did we learn in 2020 that will ensure success in 2021? Plenty—and now’s the time to reflect on how we’ll adapt to new challenges in the coming year.

Case in point: Coast Capital Savings’ Advice Centre. NICE inContact CXone enabled the contact centre to respond quickly and effectively to the unexpected changes that came with the pandemic. What’s more, the company was also able to expand nationally and drive agility throughout the business. Learn how Coast Capital’s Advice Centre leveraged CXone to meet the challenges of COVID-19 head-on by: 

- Building agile teams that quickly moved to a “work-from-anywhere” model, which reduced absenteeism to less than 3.5% and increased contacts per hour by 18%.

- Using the power of data to deliver agile insights that informed critical business decisions.

- Taking maximum advantage of an agile delivery model and multiple channels to manage swings in demand.