3 ways to manage demand swings with built-in agility

Got demand swings? Get agility strategies.
Watch this webinar now OnDemand.

Have you faced unexpected demand swings? You’re not alone. Contact centers are more aware than ever that agility is critical when it comes to serving customers, helping agents and protecting operations from risk.

Listen to industry experts from Strategic Contact and NICE CXone and learn three ways to manage demand swings by building in agility. Because you might not know what’s going to happen and when, but you can proactively prepare and be ready for whatever comes next!

What you can expect

Explore new ways to leverage diverse channels to manage demand
Learn to improve agent efficiency with better tools
Discover how to incorporate AI to adapt smarter and faster

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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Has your contact center struggled with handling unexpected demand swings? Find out how building in agility and having the right tools makes all the difference – to your agents and your customers.

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, 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

Lori BocklundPresident, Strategic Contact

Gayathri “G3” Krishnamurthy Product Marketing Director, NICE

Speaker Name Job Title Body copy

Shep Hyken
Founder, Shepard Presentations

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!)

In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s! Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Laura Bassett
Sr. Director of Product Marketing, NICE inContact

As the Senior Director for Product Marketing at 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.

Throughout her 25+ year career, Ms. Bassett has a track record of defining business strategies and establishing best practices that drive revenue. Prior to NICE inContact, Ms. Bassett spent several years with Avaya where, in her most recent role, she worked directly with customers to establish Contact Center and Customer Experience strategies and managed global marketing for contact center and vertical solutions. By establishing an Innovation Model and Early Adopter Program at Avaya, she helped accelerate the company’s commercialization of newly developed solutions. As a principal consultant at Texas Instruments, she created an eBusiness service practice that developed web-enabled e-business applications for more than 200 consultants, enabling them to sell and deliver solutions.

Ms. Bassett’s extensive experience and expertise has made her a sought after subject-matter expert, who is regularly featured in industry publications. She has also written numerous blogs and articles on Unified Communications, Collaboration, Customer Experience, disruptive technologies and industry trends.

Ms. Bassett has a BSBA in Computer Science and an Executive MBA from the University of Florida.

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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.

3 ways to manage demand swings with built-in agility

Got demand swings? Get agility strategies. Watch this webinar now OnDemand.

Speakers

Got demand swings? Get agility strategies.
Watch this webinar now OnDemand.