3 ways to manage demand swings with built-in agility
Register for our webinar on Wednesday, February 3 at 11am PST/ 2pm EST
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.
Join industry experts from Strategic Contact and NICE inContact 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
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.
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.
Bassett has a BSBA in Computer Science and an Executive MBA from the University of Florida.