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You are invited to join our upcoming webinar series
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NICE Webinar Series Introduces Creating Perfect Experiences in Real-Time
NICE is pleased to present our webinar series Creating Perfect Experiences in Real-Time which examines how organizations can transform their business and provide “in the moment" capabilities to their agents to create the perfect experience for the customer.
The series features leading Industry Analysts from OVUM and Aberdeen, NICE’S client OptumRX, along with our NICE Subject Matter Experts who will share best practices and present how the NICE portfolio will help guide and support the path required to leverage interaction data in real-time.
Sessions will focus on our Real-time Solutions, Interaction Analytics, Voice of the Customer and Solutions for the Back Office.
Join any or all of these informative sessions to learn how your organization can provide your customers a flawless, personalized and a consistent customer experience in real-time.
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October 8
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ENGAGE PLATFORM
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Use Real-Time Interaction Data to Create the Perfect Experience
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Show customers you care - using real-time interaction data to create perfect experiences. According to analysts, by 2016, organizations will be competing primarily based on customer experience. Today's customers expect companies to know them and cater to their needs here and now. Join us to hear how contact center interactions can be leveraged to create perfect customer experiences in real-time and drive business value.
Ruth Zamir, Product Marketing Manager.
Multi-channel recording Line of Business, NICE
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October 15
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VOICE OF THE CUSTOMER
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Impact the Customer Experience in Real-Time
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How can you make an impact on the experience that your customers are having with your company in real-time? Initially, you need to listen to the voice of your customers in an effective way across all of your service touch-points. Then, you need the processes to allow your organization to take action, in real-time, based on this feedback. Join this webinar to gain practical insights on how you can help your organization to establish an effective customer experience program.
Chance Whittley, Senior Customer Success Manager, NICE
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October 22
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INTERACTION ANALYTICS
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OVUM Webinar: Adapting Real Time Analytics to Manage Customer Complaints
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Join this joint session with Ovum and NICE as we provide an overview of the current issues facing service providers. Learn how to manage customer complaints in real-time and discover how Customer Interaction Analytics tools can benefit your organization to differentiate your service from your competitors.
Aphrodite Brinsmead, Principal Analyst Customer Engagement, OVUM & Chantel Carey, Analyst
Telecom Operations and IT, OVUM & Nick DelleCave, NICE
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October 29
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REAL-TIME SOLUTIONS
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Aberdeen Webinar: Real-Time Adaptations to Maximize Agent Experiences
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It’s been proven that customer experiences are highly influenced by agent productivity and performance. A recent Aberdeen study found that contact centers incur substantial unnecessary costs due to poor practices in managing agent experiences. Learn how agent experiences drive customer experiences, the cost of poor agent productivity and leading factors influencing agent productivity & performance.
Omer Minkara, Research Director, Contact Center & Customer Experience Management, Aberdeen
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November 3
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WORKFORCE (WFO) SOLUTIONS
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DMG Webinar: Transform the Enterprise by Adapting to Next-Gen WFO Analytics
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The service world is changing for the better, and workforce optimization (WFO) solutions are playing a major role in the evolution. Mega-trends are driving enterprise investments. The world of technology is being enabled by globalization, virtualization, mobility and the cloud, and your organization has to be ready.
Join this webinar to learn:
- The top servicing priorities for companies
- How WFO solutions help companies achieve enterprise service goals
- The role of WFO solutions and analytics in the contact center of the future
- How the customer journey is enhanced by breaking down the walls between the front and back office
Donna Fluss, President, DMG Consulting Group
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November 4
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BACK OFFICE
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Experience Real-Time WFM in Your Back Office
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You are taking WFM in your Contact Center to the next level. You forecast, schedule and measure real-time adherence. We know you would love to take all these efficiency gains and realize them in the Back Office. Can this really be done? (hint - the answer is yes) Join this session to leam how take NICE WFM to your back office and expand your productivity gains to encompass your entire enterprise.
David Geffan,
Director Solution Marketing, NICE
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November 5
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ENGAGE PLATFORM
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Create the Perfect Experience with a Real-Time Visual Communication
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Introducing NICE's Video Recording Solution, a real-time visual communication, which expands NICE's multi-channel offering for enterprises and addresses a growing market trend in video-based customer service for a richer and more personalized customer experience in real-time. Join us for this webinar to learn how NICE AIR and Engage platform supports video recording as part of the multi-channel recording solution.
Oren Feld, Product Manager, Multi-Channel Recording Line of Business & Matthew Storm, Director of Innovative Solutions, NICE
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November 12
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REAL-TIME SOLUTIONS
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Robotic Automation in Real-Time: Drive Efficiency in Your Contact Center
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Join our industry expert presenter, Ian Barkin of Symphony, as he reveals how to use Robotic Process Automation to carry out your processes according to the proper procedure, without distraction or discussion. In other words, eliminating people from the process prevents opportunities for ‘slips’ and 'mistakes’ and your liability is reduced to almost zero. Don't miss this opportunity to see how you can serve more customers, more efficiently and error-free at a lower cost to create the perfect customer experience.
Ian Barkin, Co-Founder
and Head of Strategy, Symphony
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November 18
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VOICE OF THE CUSTOMER
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A Winning Combination: Voice of the Customer and Journey Mapping
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Join this webinar to gain an understanding of the multiple business benefits that can be gained from combining Voice of the Customer with Journey Mapping. By understanding your customers' attitudes at various points of engagement across all channels and touch points, you'll learn to intercept the journey when necessary to reduce customer effort, improve retention, and enhance the entire customer experience.
Jim Walters Customer Success Manager, NICE & Jeff Shumas, Solutions Executive, NICE
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November 19 |
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REAL-TIME AUTHENTICATION |
Use Real-Time Authentication to Create the Perfect Customer Experience
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Join our experts to discover how you can revolutionize your contact center using the combination of voice recognition technology and real-time processing to deliver a faster, more secure method of customer authentication and fraud prevention. Your customers will thank you!
Adam Aftergut, Product Marketing, NICE
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December 2
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REAL-TIME SOLUTIONS
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OptumRx Improves Productivity and Efficiency in Real-Time
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Optum, a leading information and technology-enabled health services business, was looking for opportunities to improve productivity and efficiency.
Ensuring optimal productivity and utilization throughout the day was a challenge. In the dynamic healthcare industry, reducing the cost of doing business is not optional - it is imperative. Join this session and find out how Optum implemented Real-Time Activity Monitoring and gained the transparency to transform their business!
Tamra Smith, Business Process Manager, Operations Planning and Analysis, OptumRx
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December 3
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BACK OFFICE |
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DMG Webinar: How Optimizing the Back-Office Improves the Customer Journey
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For years, enterprises and government agencies have ignored their back-office department since customers rarely see and interact with it. Mostly, it’s become accepted wisdom that these back-office departments aren’t important. This is far from the truth. Back-offices are responsible for processing and handling products or activities that are initiated elsewhere and are critical to the success of the enterprise and the customer journey.
DMG estimates that there are 2.6 times as many back office workers as compared to servicing and contact center employees and represent a significant component of the corporate cost structure. Enterprises need applications, tools and best practices to help capture, measure, analyze and improve their performance. Find out why back-office departments are essential to the customer experience.
Donna Fluss, President, DMG Consulting Group
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