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Webinars

Better Agent Tools = Better Customer Service

Overview

Research shows agents spend 16% of their time searching for information across 4-7 apps when working with customers – and switch screens up to 1,100 times a day. It’s no wonder agents are frustrated, and customers become irritated. This webinar helps leaders understand the critical role easy-to-use systems play in resolving issues faster, increasing agent engagement and improving customer experience. 

White Papers

The Work-at-home agent

This paper discusses benefits and options for adopting a home-based agent model. Many factors contribute to the desire for businesses to invest in a work-at-home program including higher agent productivity, reduced attrition, broader talent pool, lower operational costs and response preparedness.

Customer Stories

Contact center feedback management

See how CXone customer Tybatel transformed their voice of the customer program with integrated post- call surveys.

Customer Stories

CVent Builds Customer Satisfaction, Relationships with CXone

Keeping customer satisfaction high is central to Cvent’s strategy for building long-term relationships with organizations using its meeting and event planning software. But the company’s outdated proprietary contact center system was a hindrance. Now with the CXone unified cloud CX platform, however, uptime reliability, real-time reporting and seamless, user-friendly agent tools, Cvent is providing the kind of CX that keeps customers coming back for more.