Elevating the Customer Experience: A podcast from Nuance

May 20 2020

Elevating the Customer Experience: A podcast from Nuance artwork

Nuance is dedicated to offering actionable resources and support to help your organization adapt and thrive amid disruption—and beyond. From mobilizing work-from-home teams in record speed and leveraging AI technology, to scaling and pivoting services, this crisis has reshaped our understanding of what is possible. In this exclusive series, we explore how to meet today’s urgent CX challenges—while developing new mindsets, processes, and capabilities that will prove invaluable in the post-COVID-19 era.

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The Intraday Firefight: Working From Home + What’s Next

May 20 2020 27 mins

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.

Best Practices for Leveraging Your Remote Agent Workforce

May 20 2020 22 mins

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 opti

Storming, Norming, and Performing: Attributes of Success

May 20 2020 20 mins

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 custom