There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times. But the reality is, these agents aren’t waking up in the morning with the goal of making your life more difficult! Nor did they accept the job with the goal of failing – which means there is still hope for them!

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Over the last few months, organizations across the world have relocated their contact center agents from cubicals to comfy couches (or hopefully kitchen tables and desks.) Regardless of the furniture, the point is, most contact centers have adopted a work-from-home model in a very short amount of time. Every day we see leaders of countries and companies alike trying to balance their message to stakeholders– these are extraordinary times, but at the same time, we must also do what we can to maintain normalcy and business as usual.

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. In honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization.

March is globally celebrated as Women’s History Month. But at NICE inContact, we strive to ensure that our customers and employees feel welcomed, heard, and accepted every day. We celebrate individual uniqueness, and believe that having a diverse team makes us stronger and better able to tackle the unique needs and problems of our customers around the world. Throughout the month of March, we are showcasing some of the accomplished women in technology at NICE inContact.