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The NICE inContact Blog
5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.
Call center agent analyzes contact center benchmarks to cut costs.

Hey boss! Can I please cut call center costs?

It's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Using both sets of benchmarks in combination may yield the best results.
Call center agent uses CXone to work from home.

In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone

Disaster planning and recovery, business continuity, working remotely and now, working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies and organizations are finding that NICE inContact's CXone cloud contact center platform enables them to meet disaster-related challenges in ways they never thought possible.
Balancing your message to Work-From-Home agents to Restore Team Productivity

Balancing Your Message to Work-From-Home Agents to Restore Team Productivity

Over the last few months, organizations across the world have relocated their contact center agents from cubicals to comfy couches (or hopefully kitchen tables and desks.) Regardless of the furniture, the point is, most contact centers have adopted a work-from-home model in a very short amount of time. Every day we see leaders of countries and companies alike trying to balance their message to stakeholders– these are extraordinary times, but at the same time, we must also do what we can to maintain normalcy and business as usual.

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