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Tsahi Levent-Levi (CPO, Spearline)
Vincent Zandvliet (Global EcoSystem & DEVone Executive, NICE)
Location: Osceola 1
Date: Tuesday, March 28
Time: 2:30 pm - 3:15 pm
Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando, Expo Plus Orlando - Get your pass now!
Session Type: Sponsored Session
Vault Recording: TBD
Learn how continuous voice call quality monitoring can achieve operational excellence for customers - especially today, in the era of work-from-home remote and offshore agents. We will cover how NICE works closely with Spearline to improve agent productivity and customer experience by closing the loop and enabling low cost, high quality communication.
During this session, you will find out how to:
Better support remote and offshore agents in a work-from-home environment.
Enable broad adoption of WebRTC across your organization and lower cost to serve while delivering the highest quality communication for your customers.
Remove all the friction and reliance on the agent to troubleshoot issues. Implement active and continuous monitoring of remote agents.
Proactively identify and resolve issues around call quality, dropped calls and call refusals and get alerts for faster resolution and to lower impact on customers.
Easily integrate with ticketing systems and automate ticket creation - with no interaction from any person. Identify outliers very easily by comparing agents objectively.
Find out how to get the ability to show how agents perform in terms of quality of service and how they improve over time.