Transforming customer experiences

The NICE inContact Blog

Read more blogs by Ashlee Hinds

7 blogs
Call center agent is more productive and aligns with business goals due to cloud performance management software.

Five common contact center pain points, and how performance management software can help

If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
Contact center agent works from home as supervisor coaches him and his child plays in the background.

Maintaining a Strong Performance Management Process with Remote Contact Center Agents

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.
remote work

Top Three Myths of Hiring Remote Contact Center Agents

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity...

Managing Gen-Z and Millennials in the Contact Center

Millennials – born between 1980 and 1995 - have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities,...
retain your top call center agents

Five Tactics to Retain Your Top Call Center Agents

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by...