Transforming Customer Experiences

The NICE inContact Blog

Category: Customer Experience

448 blogs
GANT Travel Builds the Business Case for Contact Center Improvements

Gaining Visibility and Improving Agent Performance

Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents. He explains how opening new channels has made for a great customer experience.
Super Agents Needs Super Training: Create and develop highly trained and skilled agents

Super Agents Needs Super Training: Create and develop highly trained and skilled agents

Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g., Amazon). Even when they get folks to sign on, training takes too long, and time to proficiency can be even longer… if the agents stay long enough to get there! As our latest survey shows, attrition is the #1 challenge contact centers face in 2020.
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.

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