NICE CXone blog

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks. Whether you’re just embarking on your gamification journey, or trying to take your program to the next level, this eBook will help you build a sustainable gamification program that motivates all your employees - from your top performers to your brand new agents!

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer. Over the course of time, this can have serious repercussions for a business.

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.