Leveraging Digital Channels in Today’s Ever-Evolving Workspace
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
English - September 21, 2023 04:38 - 16 minutes - 14.9 MB - ★★★★★ - 7 ratingsTechnology cx pulse by nice customer experience real time personalization Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
On this episode, Amelia welcomes Nancy Jamison, Senior Industry Director, ICT at Frost & Sullivan, a growth advisory and analytics firm that helps companies identify, plan and capture growth opportunities around the world.
During this conversation, Nancy and Amelia discuss:
- The evolution of digitization in the contact center industry.
- The impact of different generations on customer expectations.
- The role of AI and chatbots in customer service.
- Adoption of AI tools and channels by top performers.
- The impact of digital channels on workforce management.
- The challenges and complexities in forecasting and scheduling.
- Integration of new technologies for enhanced customer experience.
- Addressing customer expectations in a multi-channel environment.
Resources Mentioned:
Nancy Jamison - https://www.linkedin.com/in/najamison/
Frost & Sullivan - https://www.frost.com/
NTT - https://services.global.ntt/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience