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The contact center has emerged as the cornerstone of customer relationships, driving satisfaction, retention and revenue. But in uncertain times, how do you balance cost savings with achieving business goals? The need for innovation, modernization and continuing improvement of performance and processes remains stronger than ever.

2020 Planning for Uncertain Times - Practical Tips for Contact Center Leaders

We’ll be exploring strategies that empower your contact center to stay competitive in the marketplace, differentiate your brand and win in the experience economy.

We hope you’ll attend all three webinars and begin your 2020 contact center transformation.

With 2020 promising to be a year of economic uncertainty, planning the technology investments for the year ahead can seem too complex and achieving your contact center goals, a pipe dream.

But the right solutions can balance cost savings while achieving business objectives. One thing is certain: As the primary communications channel between your customers and the business, a key strategic asset that drives, brand differentiation and revenue, your contact center can’t afford to not keep moving forward.

So how do you plan for the contact center enhancements you need next year with so many unknowns? Learn how when you join us for this impactful webinar series:

2020 Planning for Uncertain Times - Practical Tips for Contact Center Leaders

Even with economic uncertainty, you can empower your team to win in the experience economy. We’ll be exploring topics to help you modernize your contact center to gain a competitive edge and realize cost savings through empowered agents and winning tech strategies.

We hope you’ll attend all three webinars and put your contact center on the path to transformation in 2020!

Mark your calendar for these webinars

The best customer experiences run on the best technology. And with CXone, you can build with a clear leader according to three industry-leading reports.

In the latest Gartner and Forrester Reports, rigorous independent analysis helps you choose the best partner for your contact center needs. We built CXone so its flexible, scalable, and fully integrated. Plus, we’ve combined it with years of experience and an ongoing commitment to creating partnerships, not just doing business. These reports highlight everything we’ve put into CXone in order to make it the right-sized contact center solution for any-sized business.

Get your complimentary copies of three analyst reports and find out why CXone is the clear industry leader.

With so much uncertainty looming, contact center planning for the year ahead can be difficult. But we’re eager to show you how! By approaching technology solutions through a “less is more” lens, you can make technology decisions that balance saving capital and achieving business results. So how do you plan for the technology you need with so many unknowns? Learn how when you join us for our last and final webinar part of our 2020 Planning for Uncertain Times - Practical Tips for Contact Center Leaders webinar series:

The Cost-Benefit of a Digital-First Contact Center
Tuesday, December 10, 2019 – 1:00 PM ET

A digital-first strategy can help your organization overhaul its customer experience and right-size costs, while creating a more intelligent and frictionless customer journey. Begin your digital-first transformation and see the impact to your bottom line.

Were you able to attend the first two webinars, Can’t Miss Investments for the 2020 Contact Center or The AI Enabled Contact Center? If not, you’re in luck as they are available on demand. Explore the strategies that will empower your contact center to stay competitive in the marketplace, differentiate your brand and win in the experience economy.

We thought you might be interested in our upcoming webinar “3 Ways Agent Experience is Boosting Customer Experience”, happening Wednesday, February 12 at 1:00pm EST. In this webinar, we are joined with industry expert Lori Bocklund who will be sharing trends and advice on how you can empower your agents with easy to use tools, skills and focus they need to give customers a better experience—and a reason to keep coming back..

Join this webinar and you will …

• Find out why empowering your agents is more important than ever
• See the vision for the optimized agent in 2020 and beyond
• Understand ways to develop your agents’ skills to enable them to solve complex requests
• Learn how setting consistent goals leads to consistent service
• See how your agents can resolve customer issues faster with the right tools

Most importantly, you’ll learn how to leverage best practices in agent experience to take your Customer Experience to the next level!

Can’t make it? Go ahead and register anyway and we’ll send you a copy of the webinar for you to watch at your convenience.

Hope to see you there!

Will we see you on tomorrow’s webinar?

We will share what you can do to boost customer experience by empowering your contact center agents.

In this webinar, industry expert Lori Bocklund of Strategic Contact along with Chris Bauserman of NICE inContact, will lead in-depth discussion on:

• Why it’s more important than ever to focus on your agents
• What the optimized agent looks like in 2020 and beyond
• How you can solve complex service requests by equipping your agents with the right skills
• Tools your agents can use to resolve customer issues faster
• How to provide consistent service delivery by giving your agents transparency, feedback and motivation

We are pleased to have Lori Bocklund with Strategic Contact join our webinar “3 Ways Agent Experience is Boosting Customer Experience”.

If you are looking for ways to improve:

• Agent Efficiency
• Agent performance
• Agent satisfaction
• Customer satisfaction

Then you are not going to want to miss this webinar. We will be showing how you can accomplish all of these goals by leveraging best practices in Agent Experience.

Join us and find out how.

Did you know that 86% of customer experience execs rank agent experience as the #1 factor in delivering better CX? Smart people.

When your contact center agents are more engaged, they're more likely to create exceptional experiences for your customers. And that means long-lasting relationships. Want to see how your contact center is doing? Just take this 10-question online assessment to evaluate your current agent experience, and then identify things you can do to make it even better.

• Developing a solid foundation for a work-from-home contact center
• Determining new technology requirements
• Keeping remote agents safe and productive
• Building agility into operations to meet customer needs
  

• Develop processes specific to a remote workforce
• Boost agent morale and performance
• Incorporate Work-From-Home planning and scheduling tools
• Personalize remote training and coaching

• Learn new methods for developing a great remote culture
• See how you can measure and improve KPIs across a virtual team
• Get advice on personalized training and coaching to promote engagement

Our new tipsheet reveals all the insight you need.

Set work-from-home agents up for success with our new eBook.

• Flexible, creative scheduling techniques for remote agents
• Intraday management best practices for a virtual contact center
• Collaboration and communication tips to keep work-from-home teams engaged

Be a contestant | Tuesday, August 25 | 2pm ET / 11am PT

• How to respond rapidly and effectively during emergencies
• Technology & tools to drive your business continuity strategy
• Financial & operational considerations to keep in mind