NICE CXone |The Post-Pandemic Contact Center: What’s Next For Remote Work & Digital Customer Engagement

The Post-Pandemic Contact Center: What’s Next For Remote Work & Digital Customer Engagement

Presented by: Brian Cantor Principal Analyst at CCW Digital; Laura Bassett, Senior Director for Product Marketing at NICE

Contact centers responded to the challenges brought on by COVID-19 – and now they’re faced with the question of what success looks like in a post-pandemic world.

This webinar focuses on issues that are critical to the future of today’s contact centers:

Workload – scale operations up or down
Agents – keep remote, onsite or both
Channels – adopt digital faster
ROI – balance short-term versus long-term

Plus, get more post COVID-19 tools, tips and strategies.

Get advice from contact center leaders

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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.

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

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

Laura Bassett
Senior Director for Product Marketing,
NICE inContact

As the Senior Director for Product Marketing, Laura leads a comprehensive go-to-market strategy for current and next-generation solutions. She has a proven track record of defining business strategies and establishing best practices that drive revenue. Laura brings more than 25 years of experience to her leadership role, and is an author and subject-matter expert regularly featured in industry publications.

Jill Blankenship
CEO at Frontline Group LLC

Jill Blankenship is no stranger to the contact center space. She founded her first company, Frontline Call Center in 2005 and has continued to expand in contact center managed services. Frontline Group was created combining her three companies, Frontline Call Center, Frontline Services and Ternio. All the companies sync together to provide services in the contact center space for companies looking to outsource customer support or have their own platform. Jill is an entrepreneur who develops solutions to provide excellent customer care for companies where customer retention matters.

Nadim Hajje
Vice President of Information Technology
Omega World Trave

Nadim Hajje has over 10 years of travel industry experience ranging from Leisure, Corporate, and Government travel. At Omega World Travel, he has served as Vice President of Information Technology and Data Analytics at where he has built Omegalytics. Omegalytics is Omega’s proprietary reporting platform that provides insight into travel spend as well as savings opportunity and benchmark data. Recently, he has migrated over 400 users onto Fuze+InContact telephony platform with great success. Such migration has enabled Omega to leverage latest in UCaaS and Contact Center solutions such has real time analytics, and multi-channel support which simplified work flow while increasing productivity.

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.

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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.

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