Customer satisfaction has long been a top priority for the contact center, but in today’s competitive job market, agent satisfaction is a growing concern for leaders. Based on brand new ICMI research, we’ve identified four keys to improving the employee experience in the contact center.
Setting the benchmark
Our latest Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia.
How CXone Empowers Contact Center Agents
Contact center agents using NICE inContact CXone become productive faster and are more satisfied with their job. CXone reduces training time and improves agent retention by providing all the tools agents need to productively handle ACD-routed interactions regardless of channel (email, IVR, SMS/text). Watch the video to learn how agents using CXone can streamline and personalize true omnichannel interactions to increase CSAT while the CXone MAX Agent interface boosts performance with integrated reporting, dashboards and workforce management.
NICE inContact Helps Mitchell Reduces Costs and Boosts Service Levels (PDF)
When it comes to servicing claims for Property & Casualty and Workers Compensation, Mitchell’s 400 customer service agents help insurance payers and their networks and partners navigate the claims management process. However, their on-premises Avaya PBX was impeding their growth and stifling customer satisfaction due to its inflexibility and high maintenance cost. By switching to NICE inContact CXone, expenses fell 64%, and service levels met daily goals.