Transforming customer experiences

The NICE inContact Blog

Read more blogs by Tamsin Dollin

19 blogs
contact center agent remains productive while working from home

By the Numbers, Keys to Restoring Team Productivity

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).
IVR is an automated self-service voice menu that accelerates resolution and improves routing.

Review & Refresh Your IVR: Make Life Easier for Customers

One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
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.
artificial intelligence

Defining Artificial Intelligence: Say “Hello!”

Are you ever confused by the term AI? In this blog post, we’ll clear up some common misconceptions, outline what it really is, and explore the different branches of AI being leveraged in modern contact center software today. The term AI is more than just a buzzword! Let’s dive a little deeper!

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