Transforming customer experiences

The NICE inContact Blog

Category: Analytics

5 blogs
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.
Contact Center agent reviews her interaction analytics

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Supervisor coaches call center agent based on quality management analytics during work from home.

Five Quality Management Problems — Solved by Analytics

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

Contact Centre Analytics – 3 Important Trends to Watch

Are you looking for ways to boost agent performance and improve your customers experience in 2020? As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition.

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