NICE CXone Power Hour:
CXone self-service raises the bar for contact center operations
Thursday, September 30 | 12:00-1:00 pm ET

More and more consumers are embracing new ways of doing business. Learn how one NICE CXone customer, Wine Country Gift Baskets, is empowering their customers to do more, while also improving customer relationships, agent performance and overall contact center KPIs.

Join us on September 30 as Jeff Fawcett, Director of Contact Center Operations at Wine Country Gift Baskets, explores what led to their decision to initiate self-service options and the experience of implementing those capabilities. You’ll also learn how these changes helped them tackle growth and handle seasonal planning, and the plans they have to continue empowering customers and agents. If you missed the chance to watch this session during Interactions Live 2021, here's your chance to watch the replay.
Presenter:
Jeff FawcettDirector of Contact Center Operations
Wine Country Gift BasketsJeff has been working in call centers for over two decades. He has worked at Marriott, Equifax and for the past 18 years has been at Wine Country Gift Baskets. His primary focus has been on training and development and for the past three years, he has worked as Training Manager and Call Center Manager. Jeff has been involved in the selection process, implementation process and day-to-day use of NICE CXone solutions. The just-in-time arrival and implementation of NICE CXone phone system chat and email digital channels has helped to keep Wine Country's call center fully functional during this unique time during the pandemic while also enhancing customer service capabilities.