Transforming Customer Experiences

The NICE inContact Blog
A contact center agent works from home during COVID-19

Contact center supervisors: Practical advice for boosting remote agent engagement

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. (AND WE THANK YOU!)
digital storage evolution

Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.
Burning Questions: PCI Compliance in the Contact Center

Burning Questions: PCI Compliance in the Contact Center

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.
Contact Center Leaders Advise How to Manage Your Team During a Crisis

Contact Center Leaders Advise How to Manage Your Team During a Crisis

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. COVID-19 contact center Business Continuity Planning has taken top priority.
GANT Travel Builds the Business Case for Contact Center Improvements

Gaining Visibility and Improving Agent Performance

Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.
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.

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