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How Empowering Customers Empowers and Retains Agents


Presented By: NICE CXone

Live Date: January 26, 2022. PLEASE SIGN IN FOR THE RECORDING.

Presenters: Mechele Herres, Sr. Product Marketing Manager,

Justin O’Brien, VP, Account Management, NICE CXone

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About the Webcast

The great resignation....

Many employees say they’re leaving due to burn out and being unappreciated. They've had time to think about what makes them happy and what they want from a career.  Many are not returning to their original job. In addition, call centers are experiencing challenges with the hybrid environment; adding complexity to managing both onsite and remote employees simultaneously.

The challenge is how to keep agents engaged, empowered, trained and energized.  Helping customers to first help themselves creates a better agent experience by:

  • Helping customers at their digital entry point to deflect redundant, tedious calls from agents
  • Empowering customers with self-service options to help resolve issues on their own
  • Providing agents the tools required to quickly and efficiently solve complex calls

Join this webcast as we cover best practices, discuss what others are doing, and share ideas to help keep your remote workforce happy and engaged.

About the Presenters

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.

Justin O’Brien, VP, Account Management, NICE CXone

Justin is VP of Account Management at NICE CXone, responsible for empowering customers with tools and knowledge to overcome the business challenges of today (and those lurking around the corner). He is a 15+ year veteran in the workforce engagement space and a firm believer that customer care is the great differentiator.