Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
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Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
Leveraging Digital Channels in Today’s Ever-Evolving Workspace
On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world.
During this conversation, Nancy and Amelia discuss:
- The evolution of digitization in the contact center industry.
- The impact of different generations on customer expectations.
- The role of AI and chatbots in customer service.
- Adoption of AI tools and channels by top performers.
- The impact of digital channels on workforce management.
- The challenges and complexities in forecasting and scheduling.
- Integration of new technologies for enhanced customer experience.
- Addressing customer expectations in a multi-channel environment.
Resources Mentioned:
Nancy Jamison - https://www.linkedin.com/in/najamison/
Frost & Sullivan - https://www.frost.com/
NTT - https://services.global.ntt/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience
Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
