Barry Cooper brings more than 25 years of experience across enterprise software, management consulting and customer-facing service functions to his current role as president of NICE’s workforce and customer experience division. He’s passionate about helping enterprise organizations drive relentless innovation and quality as they move to the cloud and improve the customer experience. Learn more about NICE Workforce Management solutions
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Consumers’ expectations are evolving more rapidly than ever before, making it imperative for business process outsourcing (BPO) call centers to manage an increasing number of channels and agents with a wide variety of skill sets. Adoption of digital channels surged during the pandemic, with nearly all consumers becoming digitally savvy.
And there’s no going back: Consumers expect to continue using digitally enabled services that go beyond voice, emails and chat to also...