Workforce Optimization Featured Article

NICE Launches Webinar Series to Help Contact Centers Improve Their Reactions

August 13, 2014

In the not-so-distant past, advanced call recording was out of reach for most companies. The infrastructure was expensive and cumbersome, and storing call recordings was a burden most companies simply weren’t equipped to handle. Add to this the fact that most recordings were stored with little organization or search capabilities, and companies that wanted to (or needed to) record calls were stuck listening to them manually to use them or simply categorize and store them properly.

All this has changed thanks to innovative players in the contact center marketplace. Solutions such as the NICE Engage Platform, which combine next-generation call center recording with broad and scalable real-time solutions and advanced interaction analytics, can be implemented even by smaller companies with limited IT resources for a reasonable total cost of ownership. Small to medium-sized businesses (as well as large organizations) can take steps to improve their reactions, making changes in real-time as a result of intelligence yielded by the analytics, at the same time improving the overall customer experience.

Companies can use the solutions for training and evaluation of agents, to improve their own internal processes, to boost customer and employee engagement, to comply with the law and to protect themselves in compliance situations. They can also use them to protect customers against fraud via better authentication technology.

To help contact centers realize the power of these new recording and analytics solutions, NICE recently launched a Webinar series that educate contact centers, and at the same time help them understand the advantages of the NICE Engage Platform. The series will begin on August 14 at 1:00 p.m. (EDT) with an event titled, “Introducing the NEW NICE Engage Platform: Faster, Smarter, Safer Customer Engagements.” On September 4 at 1:00 p.m. (EDT), it will continue with, “The Future of Contact Center Recording is Here! Setting the Foundation for the Real-Time Engagement Center.” On September 11th at 1:00 p.m. (EDT), it will feature an event titled, “Real-Time Fraud & Authentication: The Truth is in the Moment.” Following this will be, “Improve your reactions in real time with NICE Real-Time Speech Analytics” on September 18th at 1:00 p.m. (EDT), culminating in the final event on October 2nd titled, “The Bar for Customer Service is Constantly Being Raised.”

Thanks to the knowledge they will gain, attendees will be well positioned to respond to their customers’ needs quicker and smarter, all while reducing their own costs and eliminating a number of common contact center headaches. 

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