• 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

      • 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

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        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.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        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 Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent 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

        Automated customer self-service solutions increasing retention rates.

        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.

        • 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

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • 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

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • 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
          5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

          5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

          by Laura Bassett
          July 2, 2020
          Share

          The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.

          Now that we are a few months into getting our bearings, the good news employees have positive feelings about working from home.

          Contact center graphic that says 56% of at home agents are more likely to endorse their employer and 71% of contact center managers are concerned that working from home can impact the customer experience.

          In our recent agent experience at home study, 57% of contact center employees said they are more likely to recommend their employer to friends and family now that they work from home. Employees are appreciating the work-from-home benefits they have like increased productivity and focus (less office distractions) and no commute, helping them find a good sweet spot for work/life balance.

          While employees are enjoying the benefits of working at home, we found that 71% of contact center managers are concerned that working from home can impact the customer experience.

          So how do contact center supervisors and managers begin to bridge the gap between the obvious benefits working from home provide the agent and making sure that CX doesn’t suffer?  Here are some tips for keeping your agents engaged and motivated to continue to deliver the exceptional customer experience in challenging times when resiliency and adapting to change are key.

                    Keep Consistent

          • Try to keep your in-office routine at home. Continue to hold regular daily stand-up and weekly team meetings, using collaboration tools to provide a remote alternative to in-person interactions.
          • Show agents that you’re still available. Working from home, you can’t just peek your head out your office door or stop by desks to talk to your team. So, make sure you are proactively engaging with our agents to see how they are coping and quickly respond to their requests for assistance or support.
          • Continue holding agents to your in-office quality standards. Even though everyone is remote, you should still be using the same quality forms and scoring methods that you used in the physical office. Schedule regular debrief and coaching sessions so your team is getting timely feedback and quickly resolve any issues or concerns.

            Continue Communicating

          • Keep scheduling weekly 1:1s for direct communication and stick to them. It goes without saying, but communication is always important to team productivity, and even more so when managing remote agents.
          • Block “open office” time every day where you’ll be available on a conference bridge for impromptu discussions. Agents can hop on and get their questions answered or address concerns, like a virtual open-door policy.
          • Keep agents in the loop. It’s also important to make sure your agents are kept up to date on the latest plans related to COVID and your return to the office policy – even if the update is just that the plan isn’t changing. This approach helps alleviates and gets ahead any unfounded rumors.

            Be Flexible

          • Show that you can go with the flow. This pandemic has made all of us accept that life today is very unpredictable. Lead by example and show your agents that you’re open to new ways of working, solving problems and supporting both them and your customers.
          • Talk to each of your agents to understand their unique situations. Some may have kids at home or have spouses that work opposite hours. Once you know their specific situation you might be able to offer accommodations to help.  
          • Adjust schedules. Something as simple as a longer lunch period could be the difference between sanity and chaos in your agent’s house. Workforce management techniques like block scheduling, split shifts, or optional voluntary time off can help your agents balance their personal and professional responsibilities.
           Contact Center Uses Video Chat

          Share Performance Metrics

          • Let technology bridge the gap. Many agents get performance insights by quickly glancing at wallboards in the contact center, or by hearing the latest information from their supervisor as they walk by or from a colleague at the coffee machine. In the absence of these in-office touch points, you need to find ways to make sure agents are still getting those insights. Use technology to make the delivery of these insights and feedback as efficient as possible. As an example,

            NiCE CXone Quality Management sends automatic notifications to your agents desktop to let them know that a new quality management evaluation or coaching package has been routed to them. When the work is automated, there’s no delay in keeping agents updated.

          • Empower your agents with performance data. Use the real-time dashboards and agent scorecards that are available on the agent desktop to replace the gap left by not having wallboards. These insights are great because they act as a barometer on how individual agents and the team are performing. The ability to see this in real time from home is huge, rather than waiting daily for a performance email form a supervisor, in which case it’s too late to course correct.

            Have Fun!

          • Bring on the games: In most organizations, the contact center is always the fun team. They’re the first to host potlucks and celebrations and fill the room with energy. It’s a big cultural change as agents move from an active social environment to working alone in their home office. But, with some effort the change doesn’t have to be drastic. Hold a dance, fitness or bake challenge or a theme day and share the pictures to vote on the winner.
          • Schedule ongoing virtual coffee breaks and happy hours. These informal get-togethers are also a good idea because you can mandate them as them work-free zones, where you get together and chat.
          • Incorporate more gamification than before. Incentivize certain performance metrics– just make sure the metrics make sense for your business and you keep it fair providing enough equal opportunities to win.
          • Assign remote work buddies. Outside of planned coffee breaks and happy hours, have someone check in on your agents and ask how things are going. This type of informal outreach can go a long way in making sure agents feel supported.  

          Pulling it all together through a unified platform

          This pandemic has proven to be more challenging – and lengthy – than many of us predicted. NiCE has taken a lot of great steps to help our employees adjust to working during a pandemic, but we’ve been doing even more to support contact centers and our customers through these uncertain times.

          NICE CXone is a unified and intelligent cloud customer service platform and since its entirely cloud based, it was easy for our customers to move their operations home quickly to accommodate COVID guidelines.

          To learn more about business continuity and agent engagement in challenging times, watch our webinar Delivering CX in Challenging Times. 

          About the Author

          Laura Bassett

          See All Blogs

          Follow Us

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

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          June 12, 2025

          Turning customer service happiness into a competitive advantage

          Read
          Woman on her phone, excited with the launch of NiCE New World

          June 3, 2025

          Welcome to a NiCE world

          Read
          9 ways to unlock scheduling flexibility and gamify shift management

          May 28, 2025

          9 ways to unlock scheduling flexibility and gamify shift management

          Read

          May 20, 2025

          10 NiCE Interactions experiences everyone will be talking about (And why you’ll want to be part of it)

          Read
          3 biggest takeaways on proactive engagement and the future of customer experience

          May 14, 2025

          3 biggest takeaways on proactive engagement and the future of customer experience

          Read

          More from the blog

          AI

          Turning customer service happiness into a competitive advantage

          In a world shaken by political instability, economic headwinds, and societal anxiety, one encouraging trend emerges from NiCE’s 2025 Global Happiness Index: customer service happiness is on the rise.

          June 12, 2025

          Woman on her phone, excited with the launch of NiCE New World
          AI

          Welcome to a NiCE world

          At NiCE, we believe great service doesn’t just happen, it’s something we create. Together. People and AI, united on one platform. That’s how we raise the bar for experiences every single day.

          June 3, 2025

          9 ways to unlock scheduling flexibility and gamify shift management
          Workforce Optimization

          9 ways to unlock scheduling flexibility and gamify shift management

          Agent satisfaction and retention remain a perennial issue in contact center and back-office environments.

          May 28, 2025