2023 Autumn Community Conference (In-Person)

Happy Agents = Happy Customers = Happy Business

Agents are the greatest asset in a Contact Centre. A lot is demanded from them, both from the business and the customer. Are we really doing enough to motivate agents? Gamification is becoming more and more prevalent in today’s world - get it wrong and it’ll have the opposite effect. Get it right and you have an engaged, motivated and inspired community of agents. In this presentation, evaluagent explore how to create a gamification program to make agents the centre of your success

WFM: a key component in the ecosystem of platforms

WFM has long been a key component in the ecosystem of platforms used in the operation from NICE

The accelerated change in the nature of the way customers interact with us, and societal changes in agent requirements (more channels, more sophisticated queries, hybrid, flexible agents) means we need to understand more than ever how WFM can support the wider business, and what other systems can complement WFM and work/integrate with it