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Best Practices – Reduce Agent and Customer Effort
Live Date: December 5, 2023. PLEASE SIGN IN FOR THE RECORDING.
Presented by Dana Shalev, Head of Product Marketing at NICE WEM LOB and
Kelly Koelliker, Senior Director, Content Marketing, Verint
About the Webcast
Join our panel as they unravel the secrets to cultivating happy customers by empowering your agents. In this insightful session, we'll explore how making it easier for your agents can lead to a profound impact on customer satisfaction.
Forget the mundane, as our experts share real-world examples and practical tips that you can implement right away.
We will discuss many issues such as how to:
- Simplify customer interactions amidst expanding contact channels
- Harness smart bots to streamline tasks and enhance agent efficiency
- Optimize operational efficiency by strategically reducing agent workloads, thus obviating the necessity for additional hiring
- Understand the growing complexity-driven stresses in the contact center and their negative effects on customer experience
- Utilize AI to improve both supervisor and agent performance while simultaneously reducing their cognitive workload
Don't miss out on this enriching webcast that promises to leave you with a fresh perspective on how to create lasting smiles for both your agents and customers.
About the Presenters
Kelly Koelliker, Senior Director, Content Marketing, Verint
Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, automation, and artificial intelligence.
Dana Shalev, Head of Product Marketing, NICE
Dana is a veteran marketing professional with more than ten years of experience in product marketing and content creation. Dana brings vast experience working for leading global companies in diverse industries. Her forte is turning technology into a story focused on value to customers, and her passion is building close relationships with customers. Today, Dana is the head of product marketing for the NICE WEM line of business, specializing in recording, compliance, performance optimization, and workforce management.