Your customers have a lot of ways to communicate with you, and easier inquiries are often diverted to bots, leaving your agents to handle longer and more complicated interactions than ever. But when information about the contact isn’t reported until after the interaction ends, it’s almost impossible to plan work across intervals. Traditional WFM paradigms create silos of inaccurate data that get in the way of your ability to manage your teams in today’s blended digital office. In this webinar, Andrea Matsuda from NICE talks about how NICE WFM True to Interval Analytics is breaking the chains of the WFM paradigms.
Attend this session to learn more about:
- Managing omnichannel in the ever-evolving workspace
- Accounting for long and asynchronous interactions
- How to gain cross-departmental efficiencies to improve bottom-line performance