In 2018 Empire Today decided to upgrade their call center platform to the cloud, replacing an on-premise system with InContact's cloud based platform. This move opened up a world of flexibility and functionality the national flooring company previously lacked, and provided the ability to quickly adapt to the businesses needs. This presentation will dive into the vendor selection process, including current market trends, explore benefits of migrating to the CXone cloud customer experience platform and uncover intricacies of the platform that Empire Today discovered in the process.
Scheduling for success with CXone workforce management (Vox Mobile)
Schedule adherence is CRITICAL to helping your contact center contain costs and improve customer satisfaction. Hear how Vox Mobile effectively wove it into their contact center culture. Discover how their team manages schedule adherence - from demonstrating the ROI and determining the best approach, to developing realistic goal and following them through to success.
Seamless customer experience: Combining AI virtual agents with live agents
What does the digital revolution mean for brand confidence? If the Customer Experience (CX) has traditionally been managed through human interaction, how do AI self-service and virtual agents change that? Offering digital messaging options not only saves your customers time and effort, it also translates to significant efficiency in your contact center that leads to stronger agent performance and, most importantly, drives higher customer satisfaction. Get ready to talk AI virtual agents, digital-first service, and the importance of providing a seamless customer experience across channels to reap significant advantages.
Customer convenience: Strategies that give you a competitive edge
When it comes to customers, the bar for CX is higher than ever. Customers want amazing service – and if your contact center doesn’t provide it, you’ll hear about it. Enter the Convenience Revolution, where leaders are dumping outdated platforms in favor of delivering the low-effort, friction-free experiences customers now demand. This webinar also shares six principles you need to know to gain the competitive advantage when making this powerful transition.