Agent satisfaction and retention remain a perennial issue in contact center and back-office environments.
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Transforming customer experiences
Know that feeling when you’re standing at the edge of something extraordinary, when the air floats with possibility?
Customer experience (CX) can look one of two ways: You sit down at a restaurant, ask the waiter for a glass of cold water, remind him a couple of times, and then eventually, when he brings it, you send it back for ice.
Ever wonder what happens when you mix CX drama, AI fails, and a little Napoleon Dynamite energy? Well… gosh! You’re in luck. Quicker than you can say, “No freakin’ way”—we’re giving you a behind-the-scenes (BTS) look at NICE’s Future You is Dynamite videos.
Contact centers have always faced employee retention challenges. The last several years—through a pandemic, the Great Resignation, and difficult economic conditions—have compounded the problem.
In a galaxy far, far away, droids like R2-D2 and C-3PO are indispensable, helping to solve problems and keep things running smoothly—whether it’s translating alien languages, repairing spacecraft, or strategizing for battle.
In 2025, flexible work is no longer a perk—it’s an expectation. Recent studies show 68% of U.S. employers now offer some form of remote or hybrid work, a significant increase from pre-pandemic levels.
