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Read more blogs by Lauren Comer

41 blogs
workforce optimization

Contact Center 101: What is Workforce Optimization?

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.

Performance Management Tips for Cross-Generational Success

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.
cloud contact center

Start Your Contact Center Move to the Cloud with Workforce Optimization

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report, a key finding states “Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to...
Reviewing call recordings to train call contact center employee and for compliance.

Top 4 Reasons Why Call Recording is Critical to Contact Center Success

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re not regularly...
voice of the customer

Voice of the Customer – More Than Just a Survey

Contact center managers often tell us, “My contact center needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.” However, the reality is that, just like a...
workforce management

Workforce Management Basics in Today’s Contact Center: Part 2

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management You figured out the forecast and created a schedule to cover it, so now you can just coast, right?...
contact center benchmarks

Contact Center Benchmarks Provide Continuous Improvements

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that's how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two...

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