Transforming Customer Experiences

The NICE inContact Blog

Category: Call Center Best Practices

1135 blogs
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!)
Burning Questions: PCI Compliance in the Contact Center

Burning Questions: PCI Compliance in the Contact Center

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.
Contact Center Leaders Advise How to Manage Your Team During a Crisis

Contact Center Leaders Advise How to Manage Your Team During a Crisis

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. COVID-19 contact center Business Continuity Planning has taken top priority.
5 Signs You Need to Improve Your Contact Centre’s Agent Experience

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX). And the improvements you make to your agent experience can have a profound impact on your contact centre’s customer experience.
Give Agents Tools to Address the Need for Speed

Give Agents Tools to Address the Need for Speed

Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers. They also want to achieve the center’s targets for Service Level (SL), Average Handle Time (AHT), and First Contact Resolution (FCR), among others. What holds them back? Too often, technology, or the lack thereof.
5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

5 Reasons Why Business Process Outsourcers are Transitioning to Cloud

With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are left asking: is my BPO next? On-premise or single-tenant hosted contact centre BPOs are making the move to cloud; whether the result of an organisation-wide initiative, the desire to scale, a move towards centralisation, feature limitations or for a variety of other business reasons. But what motivations lie at the core of this migration to cloud? What’s to gain from moving to the cloud?

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