A successful contact centre starts with efficient agents
For any customer engagement to function at scale, a highly robust workforce operation must be in place.
Digital engagement is on the rise
Efficient and effective customer engagement processes are becoming more and more important. But in order to create an efficient contact centre, enterprises need more than great technology—the agent workforce is just as important. That's why Nuance supports enterprises' workforce with the right tools and processes to manage and continuously improve a successful contact centre programme.
Chat agent workforce tools
The way customers engage with you has changed over recent years; the results they expect have not. Your agent workforce has to be able to serve your clients no matter what channel they use or what they ask.
Nuance chat agent workforce tools deliver:
Chat agent services
Whether you have your own chat agents or want us to take care of that, we have you covered. Our team's goal is to improve the programme performance and enable you with innovative technologies and processes. Extensive training before deployment and ongoing optimisation ensure your chat agents and their supervisors are equipped with everything they need to succeed.
KPIs of Nuance Workforce Engagement
Nuance automated and human‑assisted technology, combined with optimisation of the chat agent programme, deliver real business results.