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AI’s Impact to Agent Performance


Laura Bassett  (Sr. Director, Product Marketing, Nice inContact)

Date: Wednesday, March 10

Time: 1:45 pm - 2:15 pm

Track: Sponsored Session

Vault Recording: TBD

Nice inContact

Over the last year, contact center agents have been put to the test. 2020 saw unprecedented swells in contact center volumes across nearly every industry. In most cases, agents that were on the frontline were not seeing a corresponding ground swell in new agent hiring, leaving them to do considerably more while maintaining critical KPI’s in delivering exceptional experiences. Join NICE inContact’s Laura Bassett as she explores how AI-powered solutions like chatbots and virtual agents are helping their human teammates in the contact center respond not only to last year’s tsunami of call volumes but allowing them to develop new skillsets that will play a role in a post-pandemic digital market.