Customers expect to engage whenever and wherever — in the digital age, customers are interacting with brands across channels and following their own journey to support. Navigating this new environment has often been a challenge for contact center leaders.
Accurately forecasting and training agents to meet customers where they are at has been no easy feat. And with the introduction of chatbots and generative AI, this equation has become even more complicated. Agents are poised to take on more, letting new AI tools take on the most repetitive and simple interactions.
Although agents are handling the more complex conversations, it has become increasingly difficult to understand how long the interaction actually is. When information about the contact isn’t reported until after the interaction ends, it’s almost impossible to plan work across intervals.
Traditional WFM paradigms create silos of inaccurate data that get in the way of your ability to manage your teams in today’s blended digital office. In our upcoming webinar, Andrea Matsuda from NICE shares insight on how NICE WFM True to Interval Analytics is breaking the chains of the WFM Paradigms.
This preview sheds light on the changing needs of customers and behaviors across 4 different generations of consumers. Register here to learn more and join Brooke Lynch and Andrea Matsuda on Wednesday October 4.
Attend this session to learn more about:
· Managing omnichannels in the ever-evolving workspace
· Accounting for long and asynchronous interactions
· How to gain cross-departmental efficiencies to improve bottom-line performance
Here is an exclusive look!