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Best Practices, Strategies and Solutions for a Work from Home - Hybrid Customer Service


Presented By: CrmXchange

Tuesday, December 7, 2021 1:00 pm

Panel: Mechele Herres, Sr. Product Marketing Manager, NICE CXone and

Adélaïde Pastré, Product Marketing Team Leader, RingCentral


About the Webcast

Organizations are struggling with the correct tools, strategies, coaching and monitoring for WFH agents.

Agents have preferences. Some want to be in the office; others have proven that they can be productive at home and prefer the flexibility. In the age of the great resignation, paying attention to agents' needs is important. Equally important is finding an answer to the question “how do I continue to increase agent performance across the team while also ensuring that agents are motivated about their role in a hybrid model?” 

Join this panel as they discuss: 

  • Opportunities to increase agent engagement and ownership
  • Monitoring for performance without being intrusive or “big brother”
  • Capturing insights on agent engagements that help personalize coaching for each agent regardless of their location

Our panelists will help you understand solutions required for a hybrid workforce. 



About the Presenters

Adélaïde Pastré, Product Marketing Team Leader at RingCentral Engage Digital

Mechele Herres, Sr. Product Marketing Manager, NICE CXone

Mechele is a Senior Product Marketing Manager at NICE CXone responsible for all things Workforce Engagement Management. Before joining NICE CXone, Mechele held both B2B and B2C roles in technology companies focusing on customer success in verticals such as federal government, utilities, telecom, and healthcare. Her curiosity and belief in collaborating bring an elevated purpose in delivering exceptional customer experience.