The pandemic pushed contact centers into new working models – and it will continue to do so as they move to reopen safely and responsibly. Many contact centers will be tasked with taking on additional duties and handling more communications, while operating under the same limited resources. These challenges call for new strategies and best practices, presented here by industry experts.
Making the work-from-home contact center work for agents, customers, and you
Many contact centers are now facing the unique challenges of a remote workforce. From keeping agents productive to developing work-from-home processes to providing personalized training, contact centers are searching for new ways to deliver good customer service. Watch this webinar and learn about emerging work-from-home best practices from our guest speaker from Forrester Research.
Contact Center Modernization: Moving Beyond Phone Calls
Now more than ever, you need to meet your citizens where they are. You need to be ready for digital connection, like chat, text and social media. Beyond a better citizen experience, digital engagement is a game-changer for contact center efficiency, resource maximizing and strengthening resilience. With CXone — the industry’s first-and-only true cloud contact center solution to receive FedRAMP authorization to operate — you can handle growing call volume with top efficiency and resilience. Discover how.
Boosting agent engagement: collaboration, gamification, and reward
If agent engagement is lacking, there’s a good chance customer experience is too. That’s because successful agents need to be motivated, rewarded and recognized as valuable contributors to the team. This webinar gives you the tips and tools you need to boost agent engagement and improve customer satisfaction at your contact center.