Orchestrating Immersive CX in Your Contact Center

 Thursday, June 14  |  12:00pm-1:00pm ET

Delivering exceptional customer service means aligning all aspects of the contact center—agents, customers and real-time operations.

Join us for Orchestrating Immersive CX in your Contact Center and hear from industry expert Sheila McGee-Smith to find out how to turn agents into MVPs who bring their A game to every customer interaction. We’ll cover creating a seamless experience across channels with the right combination of tools and technology, as well as how to develop a winning lineup with adaptive workforce management.
Delivering exceptional customer service means aligning all aspects of the contact center—agents, customers and real-time operations. Hear from industry expert Sheila McGee-Smith about best practices in applying customer experience tools and adaptive workforce management.

Gain new insights you’ll need to drive quick wins and long-term success.
Speaker 1

Sheila McGee Smith

Founder and Principal Analyst at McGee-Smith Analytics

Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect and is a frequent contributor to No Jitter.

Speaker 2

Art Schoeller

Vice President, Principal Analyst, Forrester

As vice president and principal analyst at Forrester Research, Art supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises.

Speaker 2

Jason Lowe

Senior Product Manager, NICE inContact

Jason has been with NICE inContact for over 9 years and currently manages Studio, Workforce Intelligence, Auto Attendant, and customer migration to the new CXone Platform. Previously, he was a Technical Trainer and Sales Engineer. He has also worked as an Operations Director, Customer Service Manager, and Business Operations Manager. Jason holds a Bachelor’s Degree in Economics and an MBA from the University of Utah.

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Call us at 866-965-7227 to talk to an inContact Sales Rep

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