Transforming customer experiences

The NICE inContact Blog

Read more blogs by Nicole Burney

22 blogs

WFO Blunders and Best Practices

Have you ever been stood up by a survey? Well, I have. Far too many times! One of my biggest pet peeves is when companies invite their callers to participate in a survey after a call, but then fail to survey callers that opted in. TIP: To avoid your callers from feeling stood up, use verbiage in...
call avoidance

Call Avoidance 101

In my experience, I’ve found that an agent is 10 times more likely to avoid calls towards the end of their shift. If you’re a contact center leader, what measurements do you put in place to control and/or capture such behaviors? Now don’t get me wrong, I know we have exceptional agents out there that would never...

IVR Blunders That Make You Want to Scream

It’s been a while since I’ve shared my IVR frustrations, so I thought I’d take a minute and recount some IVR blunders that I recently experienced. I was conducting personal business in my mobile office, AKA my car, and upon connecting with my service provider, I was presented with a greeting that announced I had reached them...

Where’s the Proof

In the contact center industry, the guiding principal is typically, "If you can’t prove it, it didn’t happen". Have you ever called into a customer service line for a second time for the same issue, only to discover there is no record of your first contact? How frustrating is that? It makes you question if contact center...

When Bosses Go Knocking Remote Agents Go Walking

Editor’s Note: As we wrap up 2010, I wanted to share some of our favorite blog posts from the past year. We’ll be back with new content on January 4. This post by Nicole Burney first ran on August 30. As more companies transition from a brick-and-mortar workforce to an at-home model, they are quickly realizing the transition...