Register for our on-demand NICE Talks
On Demand
How to Surprise Your Customers: Analytics in the World of Digital Engagement
How many of your customers say “Wow, that was easy!”? Often, a frictionless resolution to a customer needs event can result in just that—but are you listening? Just as important, what if your customers have something else to say? Fortunately, you have a treasure trove of customer data that can be aggregated and accessed with special tools designed to probe into your customers’ digital experiences and contact center experiences alike. Join this discussion to learn how rich analytics make it possible for you to always stay one step ahead of your customers.
Our discussion includes:
• Expert knowledge on how businesses are expanding their use of data.
• A look into what analytics can do to improve customers’ digital experiences
• A case study on how analytics helped one business drive convincing results
 |
 |
| Sheila McGee Smith | Abby Monaco |
|
President and Principal Analyst, McGee-Smith Analytics
|
Senior Product Marketing Manager, NICE
|
| |
On Demand
The Digital Experience That Customers Want: How Leading Brands Manage Digital Channels for Happy Customers
In this session, Aberdeen will share their findings on the strategies that top-performing companies use to build and nurture a customer-oriented yet efficient mix of digital channels. We’ll demonstrate why brands must abandon the traditional notion that each channel is reserved for specific issue types or customer profiles. We’ll also show how brands looking to truly connect with their customers must enable customers to use their channels of choice. We’ll discuss how automation can be used to tailor customer journeys so that clients are encouraged to use the optimal channels to successfully resolve their issue, and we’ll share how reporting and analytics should be used to define success.
 |
 |
| Omer Minkara | Kevin Lee |
|
Vice President and Principal Analyst, Aberdeen
|
Global Head of Digital Sales and Strategy, NICE
|
On Demand
Enhance CX in an Economic Downturn by Migrating to CCaaS at Your Pace
During economic uncertainty, contact centers are forced to do more with less. While this might sound daunting, it’s entirely possible—especially when it comes to improving customer experience (CX) and quality management (QM) efforts. The trick is to leverage feature-rich QM technology that enables you to pay for only what your business needs and to scale at your own pace.
Join Omdia and NICE in this NICE Talks and learn:
• Which technologies contact centers are investing in now and why
• How to reduce supervisors’ time with an automated QM process, empower agents to self-improve, and coach agents based on analytics
• How to migrate to the cloud at your own pace, even if it means keeping your telephony of choice.
 |
 |
| David Myron | Shahar Admon |
| Principal Analyst, Business Platforms & Applications, Omdia |
Head of Product Marketing, WEM Recording, NICE |