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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

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