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Digital Transformation: How to Overcome Common Operational Obstacles


Air Date: October 20, 2021
Time: 2 pm ET
Presenters:

Roy Atkinson , Annette Miesbach

Sponsor:
NICE Cxone logo

Watch the webinar video below.

Customer expectations have changed and will continue to evolve, but the customer experience is still the single most important competitive differentiator – and fulfilling those expectations to succeed in the new digital world is essential. The pandemic may have accelerated digital adoption, even among those that had previously resisted it, but digital transformation is here to stay.

As the “digital front door” of the business, the contact center plays a pivotal role. In this webinar, Roy Atkinson and Annette Miesbach will provide essential guidance for overcoming common operational obstacles to digital transformation and successfully navigating the transition to a digitally transformed organization. Walk away with tips and tricks for:

  • Helping agents deal with complexity, avoid frustration, increase efficiency, and improve satisfaction
  • Ensuring your supervisors, managers, and workflow programmers have the tools and resources to manage a distributed workforce, a multitude of channels, and more discerning customers
  • Leveraging the right reporting and analytics to measure and understand the customer journey across channels (self-service and agent-assisted, inbound and outbound, digital and voice)

Watch On-Demand!

Presenters
Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

Annette Miesbach
Annette Miesbach
Product Marketing Manager, NICE CXone

Annette Miesbach joined the Product Marketing team at NICE CXone more than five years ago and is currently responsible for product marketing activities for a number of CXone products. Her areas of responsibilities include omnichannel routing, MAX – My Agent eXperience, supervisor and administration user interfaces, and all inbound and outbound, voice and digital interaction channels. Before joining NICE CXone, she held various roles in product marketing and management for a premises-based contact center solution.



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Topics: Customer Experience, Director, Strategy