Harnessing Digital Channels and WFM to Provide the Best Service for Every Customer
Presented By: NICE
Contact centers have more challenges than ever. Agents want more flexibility, while consumers want effortless digital interactions. By pairing a modern workforce management solution with cutting-edge digital tools, contact centers can equip agents to help any customer on any interaction.
Explore the digital tools that complement WFM:
• Smart self-service that proactively meets customers on their internet searches
• Knowledge management that serves accurate, personalized results specific to customer profiles
• Cross-channel switching that transfers customers’ information with each hand-off
• Real-time agent coaching to reinforce skills learned in coaching sessions