Transforming Customer Experiences

The NICE inContact Blog

Category: Workforce Optimization

142 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.
Quality Management Calibration

Quality Management Basics in Today’s Contact Center: Part 2

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

Ready to transform the way you achieve
your customer experience goals?

Call us to talk to a specialist
Call us at 1-866-965-7227
to talk to a specialist
Call
Live chat with a specialist
Live chat with a specialist
Chat
Learn more about our solutions
Learn more about our solutions
Request a Quote