Ever since this financial services company moved from an archaic on-premises contact center system to NICE inContact’s unified CXone cloud CX platform, it has benefited in a number of ways. Not only are contact center operations more efficient and customer service much improved, but CXone’s versatility and expanded capabilities have also helped the company grow its business tenfold.
Research shows agents spend 16% of their time searching for information across 4-7 apps when working with customers – and switch screens up to 1,100 times a day. It’s no wonder agents are frustrated, and customers become irritated. This webinar helps leaders understand the critical role easy-to-use systems play in resolving issues faster, increasing agent engagement and improving customer experience.
A lack of visibility and reporting had put the contact center for the Georgia Department of Revenue’s Motor Vehicle Division on the road to nowhere. But with ready access to critical data and call metrics through CXone, the division can make real-time business decisions, close performance gaps and provide timely coaching—all of which are driving a new level of CX quality.
Facing challenges with agent attrition, engagement and satisfaction? Then you’re not alone. Many contact centers are searching for solutions to boost their agent experience — because happy agents mean happy customers. New research on the state of agent experience in today’s contact centers point to what really drives agent engagement — and what it looks like to build impactful agent engagement. Learn more about this research and discover a maturity model that will help you see where your contact center measures up against your peers.