The transition to digital-first customer service has fundamentally changed the nature of workforce management.
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Transforming customer experiences
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As customer service becomes more dynamic, contact centers play an ever-evolving role in creating exceptional customer experiences.
NiCE was named a leader in Everest Group’s RPA PEAK Matrix report for the second consecutive year. Everest Group highlights, as an area of strength, NiCE RPA’s vision to develop solutions tailored for man working with machine. Other areas of strengths identified in the report are the numerous product innovations which NiCE RPA released in the past year.
In a series of multi-media research reports, globally acclaimed and bestselling author, Prof Dan Ariely, sheds some light on psychological insights which can rejuvenate and bolster the dynamic between human employees and desktop robots.
You forecasted that your contact center would receive 100 calls and 50 chat requests each hour during today’s morning shift. A quick count at 11 a.m., however, reveals that you’ve actually gotten 20 calls and 90 chat requests each hour—a far cry from what you’d anticipated.
Adoption of Robotic Process Automation (RPA) is soaring in most industries, a trend that is creating enormous demand for professionals with the technical and business skills to drive through successful automation projects. We are answering this demand with a range of training, knowledge resources and programs to help our customer and partner communities to successfully scale their attended and unattended automation initiatives.
Our vision for Robotic Process Automation (RPA) at NiCE has always centered around providing enterprises with the tools they need to improve performance, wellbeing and motivation in the workplace. We were interested in finding out whether this message resonated with the employees who use technologies such as ours in an enterprise setting, so we conducted research about employee perceptions of RPA.