Overview
Discover how contact centers are navigating the challenge of delivering excellence within budget constraints, while meeting evolving employee expectations. Learn about the critical importance of understanding and optimizing agent tasks, and how a holistic approach across people, process, and technology pillars is essential for success in today's dynamic landscape. Explore the transformative power of next-gen technologies such as generative AI, performance analytics, and process intelligence in elevating contact centers into advanced CX hubs.
During the webinar, we'll delve into crucial topics such as:
- Key business priorities for contact center leaders
- Characteristics of a future-ready contact center
- Leveraging next-gen technologies for CX center transformation
- Overcoming barriers and implementing technologies at scale
Don't miss out on uncovering the strategies and insights that will propel your contact center towards excellence.
Watch the webinar today!
The impact of Gen AI on Performance Analytics
Contact centers have evolved significantly, becoming strategic assets for organizations responsible for delivering a superior customer experience
Call center metrics: CXone Performance Management
CXone Performance Management inspires employees to own performance and align with organizational goals by providing transparency and continuous feedback in a social environment. Report “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture. Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.
Performance Management
CXone Performance Management Software - Align employee performance, contact center goals, and customer expectations, with continuous improvement.
