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The NICE inContact Blog

Read more blogs by Lauren Comer

59 blogs
3 Ways to Improve Agent Performance in Real Time

3 Ways to Improve Agent Performance in Real Time

We live in a real-time world. We get flash-sale notifications in real time, get real-time alerts for every bank and credit card transaction in real time, know how many “likes” we have on a social post in real time – heck, I even know when my daughter’s diaper has been changed at daycare in real time (evidence that there is such a thing as too much real time). So why shouldn’t agents get real-time coaching, improvement feedback, and performance insights?
5 Ways to Refresh Your Contact Center Agents Mindset in the New Year

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.
Digital Customer Service Is More Than Just A Channel

Digital Customer Service Is More Than Just A Channel

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience. That way you can spent less time worrying how to execute your digital transformation, and more time wowing your customers and engaging your agents.
Can Workforce Engagement Turn Your Problem Agent into a Model Agent

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

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!