• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Notetaking

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Call center agent works from home and occupies children at the same time.

          3 Essentials For Making the Work From Home Call Center Work For You

          by Chris Bauserman
          May 4, 2020
          Share

          After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center.  Our CEO Paul Jarman has a saying that he’s used often these days and I think it applies broadly to any business or contact center leader when thinking about how to manage through this uncertainty: “we’re going to be short-term realistic and long-term optimistic.”

          In the near-term this means transforming your customer service operation to a virtual contact center with 100% work-from-home (WFH) agents.

          Rough estimates are that about

          • 50% of call centers are now fully work-from-home
          • 30% of organizations have at least some of their agents working remotely
          • 20% are unable to move any of their call center agents to a work-from-home model

          These estimates are based on polling from our recent work from home best practices virtual eventthat had over 1,000 live attendees.  If you still have call center agents who are not able to work-from-home-yet, we can help get them safely and productively home in 48-hours with our no-charge CXone@home offer.

          Now I’m going to “get real” with you about something that most of you already know: work-from-home call center practices for most organizations are being defined and re-defined on the fly.  Our polling also showed that while work-from-home was part of your business continuity planning, most contact centers had no experience with it in practice.  Only 10% of contact centers had well defined WFH processes and significant numbers of remote agents, while half had zero experience with work-from-home call center agents. 

          While all those pretty wallboards collect dust, 1:1 meeting rooms sit empty, and the big breakroom for team celebrations has gone quiet; you still need to train, evaluate, coach, and motivate your teams to deliver outstanding customer experience (CX).  And we need to do all of this with personal challenges in our home offices.  My four-year-old daughter (adorably) video bombed one of my meetings just yesterday. 

          Chris Bauserman conducts a video conference call from home and his daughter says hello in the background.

          Fortunately, there are many advantages to supporting remote or virtual agents and the work-from-home contact center may live on after the COVID-19 forced lockdowns are far behind us.  That’s because when done right, virtual call centers with remote agents work well and provide significant benefits to customer experience, agent experience and retention, and overall cost of service.  Work-from-home contact center agents are 57% more likely to recommend their employer (eNPS)than those working out of a physical call center and WFH agents have an 80% better retention rate according to a recent ICMI benchmark study on agent experience.

          So whether WFH is a (fingers-crossed) short term mandate or part of a longer term trend to embrace, now is the time to get serious about how to optimize your customer service operations to meet or exceed the customer experience and productivity that you recently delivered from an office setting.  This blog is the first in a NiCE series on how you can deliver great CX and maintain team productivity and safety while working from home.  Future blogs will dig into more detail for each of these three essential elements to get right – so you can make the work-from-home call center work well for your agents, customers, and budget. Look out for them every week beginning now through the end of June 2020.

          1. First Things First: Keep Agents Safe and Customers Satisfied

          As I mentioned above, all contact centers have rushed to find ways to move agents to work-from-home.  Many have all or most of their agents now working remotely.  Some of you are still looking for answers to get your agents home.  However, even amongst the contact centers who have moved to work-from-home, much of the technology used was never designed for remote work beyond a “snow day here and there”.

          checklist-graphic-1_-organic-social_6a2f0b

          Excessive IT help desk time, lots of add-on costs like VPN access, and other complexities are putting a strain on sustained operations from home.  Contact centers need to look at building a solid foundation for a work-from-home call center model that addresses technology needs, work environment specifics like security and reliability, as well as special considerations for global and multi-site operations. Cloud contact center technology is purpose built to not only route and deliver calls and digital interactions to remote agents, but it is also optimized to drive remote agent engagement, performance, and productivity. We’ve created a remote contact center agent best practices checklistthat you can use to identify considerations you might have missed.

          Crucially, the same study that showed a high remote agent eNPS, found that 71% of call center managers say the shift to work-from-home had a significant impact on customers.

          2. What now? Time to Restore Team Productivity and Performance

          As agents move to a work-from-home model, it is important to replicate and restore team engagement and morale. Helping agents, getting them engaged, productive and delivering the stellar CSAT you had before everyone rushed home is critical. This involves new ways of engaging and boosting the morale of your agents to create employee development, camaraderie, collaboration, and performance when you can no longer rely in leaning over their shoulders or using wallboards in the office. Also, this involves lining up processes and tools for a newly remote workforce to plan, forecast, schedule, and frequently reschedule to handle a very dynamic environment. 

          You’ve also likely needed to substantially re-skill your agents due to changes in inbound contact volume, customer channel preferences, and a number of new or temporary agents.  This means that you’ll need more collaborative and personalized remote training, automated quality evaluations, and targeted coaching that can help agents to better handle current customer needs.

          Don’t just take it from me.  Hear best practices advice on work-from-home contact centers from a leader at Frontline.

          3. Balancing the Budget: Cut Costs Quickly and Responsibly

          Contact Center KPI Benchmark Tool compares contact centers to industry peers.

          With the sharp economic shock from COVID-19 felt around the world, there is a growing need for contact centers to quickly adapt to near-term budget cuts and efficiency goals. And, when it comes to handling this crisis, each industry has its own unique set of challenges. Healthcare and government are now looking to dramatically scale up operations in many cases, while in-person retail and hospitality are taking a clear hit. Understanding the levers to cut costs, aligned to your business situation is critical as contact center leaders plan for fast approaches to saving costs. Our contact center cost reduction toolkit and online KPI benchmark comparison assessmentcan help you identify the right places to cut – and not cut – contact center costs, depending on how the COVID-19 economic hit is affecting your industry and company.

          Also, while the need to cost cuts might be immediate, it is important to have a future vision and balance short term vs long term ROI.  There has never been a better time to move your call center technology to an agile cloud platform.  Not only can this modernization save you significant money over the long-run, you can also get a payback within 3-months and pocket those savings in this year’s budget.

          Moving to a cloud platform that keeps you agile is easier than you may think

          To address the ongoing challenges of operating an agile and work-from-home call center, NiCE has recently introduced CXone@home to enable the safe transition of contact center agents to work from home within 48 hours, for organizations of all sizes and verticals. It is powered by the market leading CXone cloud contact center platform and is offered at no charge for 60 days.  Purpose built for remote workforces, CXone@home also includes a complete suite of workforce engagement and optimization (WFO) capabilities – including quality and coaching with analytics, performance management, and workforce forecasting and scheduling – to ensure agents and managers are productive while working from home.  Even moving thousands of agents to CXone can be done in hours, as seen in this video where we’ve been able to help government agencies in their business continuity planning and emergency response.

          We’ve all been working through previously unimaginable challenges over the last couple of months.   However, like our CEO Paul Jarman, let’s all stay long-term optimistic. Contact us if there is anything we can do to help your work from home call center be successful. 

           

          About the Author

          Chris Bauserman

          Chris leads product marketing, campaign strategy, and market intelligence for NiCE inContact. He has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. Prior to NiCE inContact, Chris led marketing for ecommerce and customer experience solutions at Rackspace and held various leadership roles at IBM and SailPoint (prior to its $2B+ IPO).

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          July 21, 2025

          25 moments that made Interactions 2025 a NiCEr world

          Read

          July 18, 2025

          A supervisor’s story: Where trust meets oversight to create a high-performance world

          Read
          Asian call center agent

          July 8, 2025

          Service reimagined: AI creating dynamic end-to-end possibilities for a thriving contact center

          Read
          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read

          More from the blog

          AI

          25 moments that made Interactions 2025 a NiCEr world

          From the electric energy of Las Vegas to an iconic rugby stadium in the heart of London’s tech hub, NiCE Interactions 2025 brought together thousands of CX leaders across continents.

          July 21, 2025

          Call Center Best Practices

          A supervisor’s story: Where trust meets oversight to create a high-performance world

          In a seamless contact center, your supervisors are the key to everything. Supervisors show up there every day to support their teams – to manage, coach, guide, motivate, and when necessary, steer through chaos.

          July 18, 2025

          Asian call center agent
          Back Office Performance

          Service reimagined: AI creating dynamic end-to-end possibilities for a thriving contact center

          As customer service becomes more dynamic, contact centers play an ever-evolving role in creating exceptional customer experiences.

          July 8, 2025