Transforming customer experiences

The NICE inContact Blog

Read more blogs by Ashlee Hinds

9 blogs
Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience. So how do you improve customer loyalty and retention rates? And what contact center metrics should you be measuring to get there?
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...