Analyst Report: AI Helps Align Agent Performance with Customer Expectations
By Abby Monaco, Senior Product Marketing Manager, NICE Using AI capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centres maximize agent performance, delight customers and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the […]
How – and Why – to Analyze Sentiment
By Abby Monaco, Senior Product Marketing Manager, NICE Nexidia “I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.” Without any additional context, this news could be cause for joy – you’ll no longer be working all weekend to deliver on a deadline – or significant […]
