Blog

If you’re running a large business, you’re facing extreme levels of uncertainty right now. One factor that may be weighing on your mind as you work from home in self-isolation is how strong your key vendors and service providers will be as they emerge from the other side of the current global crisis. If you’ve made a bet on an emerging technology or a startup vendor, can it deliver once this is all over?

As the world is adopting various forms of social distancing and adapting to a new reality, the contact center is simultaneously witnessing several phenomena.

Business continuity is the plan that well-organized businesses put into play during times of events or crises that result in the disruption of normal business activities.

Healthcare insurance providers have a central role in the world’s battle against the Covid-19 outbreak. As they adjust to a new reality and help members to access potentially lifesaving medical help, providers are seeing massive spikes in volumes of claims. In the background, automation tools are helping them to rapidly scale in response to the crisis. Let’s look at how the industry is putting NEVA (NiCE Employee Virtual Attendant) to work.

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

With business continuity and crisis mode becoming the new norm as we all weather the turbulence and uncertainty of the COVID-19 storm – Attended Automation helps maintain service consistency and process efficiency, keeping your remote employees engaged and on-target.

Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.