Transforming customer experiences

The NICE inContact Blog

Read more blogs by Lori Bocklund

4 blogs
Super Agents Needs Super Training: Create and develop highly trained and skilled agents

Super Agents Needs Super Training: Create and develop highly trained and skilled agents

Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g., Amazon). Even when they get folks to sign on, training takes too long, and time to proficiency can be even longer… if the agents stay long enough to get there! As our latest survey shows, attrition is the #1 challenge contact centers face in 2020.
Give Agents Tools to Address the Need for Speed

Give Agents Tools to Address the Need for Speed

Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers. They also want to achieve the center’s targets for Service Level (SL), Average Handle Time (AHT), and First Contact Resolution (FCR), among others. What holds them back? Too often, technology, or the lack thereof.