Working from Home: How Blurred Boundaries Affect the Contact Center
Part three of a three-part series by Adam Aftergut, Product Marketing Manager at NICE, on the root causes of work-from-home challenges faced by contact center agents and their employers… As we detailed earlier in this series on work-from-home challenges, changing boundaries are having an impact on staffing and performance in the contact center. In addition to a new separation […]
Working from home: How separation affects the contact center
By Adam Aftergut, Product Marketing Manager, NICE Part two in a three-part series on the root causes of work-from-home challenges faced by contact center agents and their employers… As we noted in the first essay in this series on work-from-home challenges, fundamentally changing boundaries are having an impact on staffing and performance in the contact center. The […]
The root cause of work-from-home challenges
By Adam Aftergut, Product Marketing Manager, NICE Toronto-Dominion Bank (TD Bank) moved more than 9,000 call center employees from 15 cities in the US and Canada to a work-from-home (WFH) model in the weeks following widespread shutdowns due to COVID-19. Company leaders told Bloomberg that the bank, which serves 26 million customers, helped ease the massive transition by […]
How real-time feedback helps drive lasting change
By Lauren Maschio, Product Marketing Portfolio Manager, Enterprise WFO How to give people feedback, according to Harvard Business Review, is one of the hottest topics in business today. A key problem with feedback, Marcus Buckingham and Ashley Goodall wrote, is that people are “unreliable raters of other humans.” “This phenomenon is called the idiosyncratic rater effect, and […]
NICE CX Excellence Awards 2020 – Winners revealed
NICE has announced the winners of its CX Excellence Awards 2020, with inning organisations honoured for leveraging innovation to drive exceptional customer and employee experiences and improve the bottom line. The 16 award winners across five categories will be recognised at Interactions Live, NICE’s first-ever virtual conference highlighting the path to uncompromising customer service via […]
How gamification increases employee productivity in the contact centre
By Noa Shlomo, Product Manager, NICE With more employees working from home than ever before, contact center leaders have had to rethink how they maintain business as usual and continue driving toward organizational goals. In this new environment, gamification has emerged as a critical way of ensuring employee productivity and engagement. Contact center employees who […]
RPA: A key factor driving success in the COVID-19 era
By Catherine Gurwitz (pictured), Product Marketing Manager, NICE Organizations around the world are turning to robotic process automation (RPA) to become more agile and efficient in the face of increased demand and rapidly changing environments during the COVID-19 pandemic. While call centers become increasingly aware of the necessity of a remote workforce, organizations are realizing […]
How AI and automation help contact centers be agile in the COVID-19 era
By Paul Chance, NICE As widespread shutdowns went into effect, contact centers had to make an overnight shift to remote work – a significant undertaking in an industry that has historically relied on physical office spaces to bring together and manage the agents who are critical to solving customers’ needs. Agents and contact center leaders, […]
Connect ESAT to CSAT in Times of Crisis: NICE introduces WEM@home
At a time when human connections matter most, are your frontline employees empowered to perform, and inspired to care? Are you doing all you can to keep your agents engaged and motivated? Now, more than ever, every moment in the customer journey matters. The COVID-19 crisis has evolved to render face-to-face touchpoints less frequent, thereby […]
NICE release special home working solution in response to COVID-19
By NICE inContact We live in a world where the only constant is change. As we experience together the COVID 19 global pandemic and its impacts on our daily lives, the necessity of being able to adapt is very clear. In addition to the massive strains on the healthcare systems around the globe, the business […]
