Using agile service models to manage the contact center rollercoaster

Unlock the OnDemand webinar featuring Jeannie Walters plus additional resources

A day in the contact center can feel like riding a rollercoaster – one minute contact volumes skyrocket. The next, they stabilize and your team breathes a collective sigh of relief. Whatever the cause of volume surges, they’re filled with the same exhilaration, energy and panic you feel at the top of any amusement park ride.

The good news is, with the right CX strategy and service delivery model, you’ll feel less panicked because you’re prepared when surges hit.

What you can expect

Find out which service delivery trends to incorporate
Learn what channels to use and when to use them
Get tips on how to avoid agent interaction spikes

Presenters

Mila D’Antonio
Principal Analyst Customer Engagement at Omdia

Mila is a principal analyst in Omdia’s Customer Engagement practice where she focuses on the technology that enables intelligent, connected enterprise customer engagement. Her recent coverage has focused on customer engagement platforms, AI-powered marketing and service platforms, conversational AI, and customer data platforms.

Prior to joining Omdia (formerly Ovum) in January 2017, Mila served as editor-in-chief at 1to1 Media, where she led the editorial direction of the award-winning publication.

Vit Horky
Senior Director Digital Experience at NICE inContact

Vit co-founded Brand Embassy, acquired by NICE inContact, to help build better human connections between customers and brands. Before Brand Embassy, Vit founded a European digital communications agency (successfully exited) and software distribution company (failed with style). Vit’s passion about the future of the customer service industry recently brought him to publish a book called “Customer Service in the Transhuman Age”.

A Few Proud Customers

99.99%

Guaranteed
uptime

120+

Fortune 500 /
Global 2000

15 yrs

In the cloud

200+

Thousand agents

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.

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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.

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