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 […]
Call Centre Management – Getting it right from the start
By Simon Black, CEO, Awaken Intelligence We all know how having a great contact centre manager can make the world of difference to managing your team of agents and delivering outstanding campaigns. However, with the news that Oracle, alone, sent more than 100,000 customer service agents home to work, how can you ensure that you’re still delivering […]
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 […]
Inisoft: Happy Agents = Happy Customers…
Now more than ever, people are the most important asset in the contact centre. Technology has advanced to the point that most simple issues can be resolved digitally, without an employee’s involvement. However, this means that when a customer does need to speak with an agent, issues are highly complex, and customers are often more frustrated […]
Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…
If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in […]
