Elevating the Customer Experience: A podcast from Nuance
May 20, 2020 22 min
Best Practices for Leveraging Your Remote Agent Workforce
Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how to support your agent workforce during the work from home period caused by COVID-19. Sharing clear, straightforward tips, he walks through how to balance remote-working needs with efficiency, use automation and AI to streamline workflow areas, and provide flexible communication options from both an employee and customer standpoint.
May 20, 2020 27 min
The Intraday Firefight: Working From Home + What’s Next
Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how organizations should guide their workforce remotely while preserving security and measures of productivity, and what the future of the contact center looks like beyond COVID-19.
May 20, 2020 20 min
Storming, Norming, and Performing: Attributes of Success
Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how COVID-19 is shaping the customer experience and how to strategically respond and adapt with innovative technology and authentic communication. He highlights actionable ways to support your agents so that they can serve customers and provide an exceptional experience, ask your customers how you can truly help, and understand what anticipating and meeting needs looks like during a crisis.