Better Agent Tools = Better Customer Service

Meaningful Agent Training for Meaningful Customer Experiences

Presented by: Lauren Comer, Sr. Product Marketing Manager at NICE

You already know that when agents struggle with complex service issues both they and your customers become frustrated. Often, the hurdle in resolving the issue isn’t due to the customer request, but rather your agent training.

That’s why contact center leaders find this virtual workshop so helpful. Watch it and get tips to maximize training time and strengthen your team. You’ll learn how to:

Speed up onboarding time
Develop high-value agent skills
Teach problem solving to resolve complex customer issues
Close agent skill gaps
Improve resolution rates
Increase customer satisfaction

Plus, find more great tips for creating the right high-impact training for your contact center.

Get Tools to Train Smarter

Amazing experiences. Served from the cloud.

You put your customers first in all you do. So do we. Explore the most complete cloud native platform in the industry-and learn how we're helping companies like yours transform the customer experience.

Boost your customer experience and build deeper loyalty.

Our hightly experienced and passionate teams provide the consisten white-glove support you need to succeed for the long haul.

We collaborate with companies to suggest solutions that meet their unique needs to help deliver better results by cultivating stronger relationships.

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.

Webinar Demo Preview

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.

Webinar Demo Preview

Speaker Name Job Title Body copy

Robin Gareiss
President and Founder
Nemertes Research

Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers. She serves as chief financial officer, as well.

For 25+ years, Ms. Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses. She has developed industry-leading, interactive cost models for some of the world's largest enterprises and vendors.

Ms. Gareiss leads Nemertes' Digital Transformation and Digital Customer Experience research. She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC. She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, UBM’s Enterprise Connect, ICMI, IDG’s FugureIT, Interop, Mobile Business Expo, and CeBit. She also writes a blog for No Jitter.

Additional entrepreneurial experience includes co-founding and overseeing marketing and business development for The OnBoard Group, a water-purification and general contracting business in Illinois. She also served as president and treasurer of Living Hope Lutheran Church, led youth mission trips, and ran successful fundraisers for children's cancer research. She serves on the University of Illinois College of Media Advisory Council, as well.

Before joining Nemertes, Ms. Gareiss shaped technology and business coverage as Senior News Editor of InformationWeek, a leading business-technology publication with 440,000 readers. She also served in a variety of capacities at Data Communications and CommunicationsWeek magazines, where helped set strategic direction, oversaw reader surveys, and provided quantitative and statistical analysis. In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues. Ms. Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies. Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News.

She earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.

Lauren Comer
Senior Product Marketing Manager
NICE

Lauren is a Senior Product Marketing Manager with NICE, focusing on Workforce Optimization. Prior to her role in marketing, Lauren spent time with NICE in Sales Engineering and Business Consulting. She previously led customer service and sales teams at Monsanto and Bank of America, gaining real-world contact center insights and perspective on how NICE CXone can help organizations create meaningful customer experiences.

Laura Bassett
Senior Director, Product Marketing
NICE inContact

Laura Bassett leads a comprehensive go-to-market strategy for current and next-generation solutions. Laura leads a team of product marketers to define positioning, drive sales and marketing plans, and execute cross functionally on those plans.

See how Sunrun's 125 agents use Salesforce and CXone integration to provide customers with seamless omnichannel experience.

SeaWorld's 150-300 agents enhance guest journeys with NICE inContact CXone. See how.

See how Honeywell and its 4,000 agents use customer experience excellence as the catalyst for business transformation.

A Few Proud Customers

Fortune 500 /
Global 2000

Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from NICE inContact.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S and internationally, and is used herein with permission. All rights reserved.