Director of Automation
The Results Companies
3:35 PM Robots or People - Who Will Take the Lead on Processes? NICE hosts The Results Companies for a Fireside Chat
The Results Companies wanted to make their employees offboarding HR process as efficient and accurate as possible and hired the NICE unattended robots to handle it. But when it came to automate a real-time customer facing process, they decided to take the attended, personal desktop assistant approach. In this fireside chat you'll hear the thinking process and benefits to be had for each automation approach.
Quality customer experience is anything but a sure thing and most organizations are far less successful than they may want to be. In shared services, which services thousands of customers, quality CEM is becoming an imperative. This session discusses common pitfalls to avoid when ebarking on this quest for quality.