The Virtual Summit

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MultiChannel Connected Customer March2018

Your Briefcase

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Techniques for Reducing Costs and Improving Customer Satisfaction

Tuesday Mar 27, 2:00 PM – 3:00 PM EDT — LISTEN TO RECORDING

Surprisingly, traditional methods for reducing costs in the interaction center also have farther reaching benefits into improving customer satisfaction. This workshop provides a quick refresher on the more common cost-saving methods such as Average Handle Time reduction and First Call Resolution improvement, with a look at how to build upon these methods and transform your interaction action center into a Customer Experience Center.

Join us for a discussion on:

  1.  Using traditional Average Handle Time and First Call Resolution techniques as the foundation of your cost reduction goals, with an eye to building some newer techniques into your cost saving measures.

  2.  Looping back on your traditional techniques and start to look at them through the eyes of the customer. Fresh ideas like agent enablement programs and customer intent insights can help smooth conversations for customers, creating greater customer loyalty and satisfaction.

We will close the discussion with some case studies detailing how optimal outcomes are achieved through these techniques.


Abby Monaco, Senior Product Marketing Manager for NICE Nexidia

Nice-Nexidia.AbbyMonaco Abby Monaco, Senior Product Marketing Manager for NICE Nexidia
Abby brings over 17 years of experience in product management and marketing direction in software and technology. She plays a key role in establishing as the market leader NICE Nexidia’s vision and messaging for its Customer Engagement Analytics solutions. She is in charge of articulating and promoting the value and competitive advantages of the Nexidia Analytics and Customer Journey Solutions portfolio.