NICE Talks Webinar Series

Join NICE for the second and third session of their NICE Talks webinar series. See below for details around each event. 

Thursday, March 7 at 11am ET

Session 2 | You Asked: How should we use digital and AI to reduce costs and drive efficiency? 

Digital and AI both took the contact center by a storm. Companies across all industries are rapidly incorporating digital across all their customer experience (CX) activities while also infusing capabilities such as Generative AI and automation throughout their digital customer journey. While firms are making rapid technology advances, changes in the economic landscape have altered strategic priorities. 

Join this NICE Talk to learn: 

• Top strategic priorities driving CX leaders' agenda in 2024
• The role and ROI of intelligent automation in modern CX programs
• How to best measure CX success in a digital-enabled and AI-powered world
• Secrets of how best-in-class firms succeed in intelligent CX automation
• Real-life success stories 

Thursday, March 21 at 11am ET

Session 3 | You Asked: How should I do workforce management in the digital era?

Workforce management (WFM) solutions were built to handle voice-only contact centers, but that world that is being displaced by digital channels. Forecasting and scheduling resources (human and bots) for digital interactions require different policies, processes, data collection techniques, and algorithms than those that have been applied for decades in voice-only contact centers. Although phone calls are not going away any time soon, voice-centric WFM solutions are sub-optimal and inherently inefficient. 

We'll discuss:

• Why companies need to revamp their WFM policies, procedures, and applications to support the digital generation
• Top challenges voice-centric WFM solutions are facing with digital interactions
• How NICE is helping enterprises transition and reposition their WFM solutions to meet the needs of digital-centric customers