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Key to Stellar CX? Call Center and Back Office Integration

Monday Oct 31, 4:00 PM – 5:00 PM EDT — RECORDING



CX is not the sole responsibility of the Contact Center – all parts of your organization impact CX, including your back office. In fact, back-office errors and delays are a Top 3 cause of customer dissatisfaction and drive 17% of your contact center calls.

Join this session to learn how: 
  • Back-office and Call Center integration improves CX
  • Capacity planning across contact center and back office can improve operational efficiencies.
  • Best-in-class organizations are extending WFM and Performance Management into their back offices.

Presenter:

Nicole Nevulis, Director, Global Business Strategy, Back-Office WFO, Verint

Verint - Nicole Nevulis Nicole Nevulis, Director, Global Business Strategy, Back-Office WFO, Verint

A pioneer in transforming back-office operations with workforce optimization, Nicole provides leadership to customers, partners, and colleagues globally to help organizations realize the benefits of digital transformation in their operations.