NICE CXone Agent for Salesforce (Agent for Salesforce) is an agent interface that contains many of the same features and functionality found in Thin Agent and Power Agent. The power of Agent for Salesforce is that it integrates directly into Salesforce so you do not have to jump between Thin Agent and Salesforce. Instead, you can use Agent for Salesforce from within Salesforce. This video is available for those who are new to Agent for Salesforce.
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.
Checklist: Managing Work-from-Home Agents
As your organization navigates potential emergency situations that force agents to work remotely, NICE CXone has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality. NICE CXone has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.