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The Case for a Proactive Contact Center


Presented By: NICE CXone

Live Date: January 14, 2021. PLEASE SIGN IN FOR THE RECORDING.

Presented by Shawna Malecki, Senior Product Marketing Manager, NICE inContact

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About the Webcast

In today’s environment, you are faced with challenges that come in fast and unexpected. What if you had the luxury of knowing what was coming ahead of time?

A proactive contact center helps you know when and how to reach out to customers and act early to manage situations rather than simply reacting to events.

Join this webcast to get tips on building a proactive contact center using an early warning system before issues impact service. You’ll learn how to: 

  • Be Prepared. Communicate the need for adaptability so you and your team are less reactive to sudden, unexpected change.
  • Spot Early Warnings. Quickly act on early warnings before they impact customer service.
  • Take Advantage. Understand the effects of analytics on cost, revenue, quality and insight and improving the customer experience.


About the Presenters

Shawna Malecki, Sr. Product Marketing Manager, NICE inContact

Shawna is a Sr. Product Marketing manager at NICE inContact and is responsible for product marketing activities for CXone Analytics solutions. Before joining NICE inContact, she held roles in product & solutions marketing, demand generation and operations at SaaS organizations.