The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organisations are reviewing their current strategies to ensure business continuity as the crisis continues.
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Transforming customer experiences
Your search for contact center technologies returned 93 results.
Call centers can be management-intensive, especially when they use outdated software. Antiquated call center technology can prevent you from meeting your CX goals, frustrate your agents, cause you to overrun your budget, and make the call center an internal punching bag. In short, it can really ruin your day!
“Did you check the spam folder?” gets me every single time. As soon as the agent utters those words, I become a different customer. Not by choice; it’s just my normal immediate response to someone suggesting that I do not know what I am doing. It’s also a guarantee that it will be a difficult call for the agent as well as for me.
March madness brackets and thrilling buzzer-beaters make the NCAA tournaments one of my favorite spring rituals.
No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents…
A commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of NiCE in December 2020 found that an organization that deploys the NiCE Enlighten, Nexidia Analytics and Quality Central solutions can benefit from a 268% ROI and a Net Present Value of $18.58 million.
Do you remember the 2016 class action suit against Tesla? The plaintiffs disputed the autonomous car manufacturer’s decision to not use automatic breaking system when a human driver is pressing the accelerator pedal onto a concrete wall.