Transforming customer experiences

The NICE inContact Blog

Category: Workforce Optimization

148 blogs
Can Workforce Engagement Turn Your Problem Agent into a Model Agent

Can Workforce Engagement Turn Your Problem Agent into a Model Agent?

There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times. But the reality is, these agents aren’t waking up in the morning with the goal of making your life more difficult! Nor did they accept the job with the goal of failing – which means there is still hope for them!
Enabling an Agile Workforce for Organisational Success

Enabling an Agile Workforce for Organizational Success

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues. To successfully navigate the pandemic and achieve positive business outcomes, companies need to take strategic and meaningful steps towards building a more flexible working environment that enables agile and remote working practices.
contact center agent remains productive while working from home

By the Numbers, Keys to Restoring Team Productivity

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).
Contact center agent works from home as supervisor coaches him and his child plays in the background.

Maintaining a Strong Performance Management Process with Remote Contact Center Agents

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.
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.