NICE inContact CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few.

Do you ever feel like you’re running a cost center rather than a contact center? Without performance management you may be experiencing high attrition rates and training costs, or low productivity and engagement rates, which can make the contact center feel like a necessary evil – rather than the true value-added function it is.

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.

Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed. The reimagined, work-from-anywhere contact center has several benefits.

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.