• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        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

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

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

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

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

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

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

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all 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

    • 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 in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin

          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

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE

          Best Practices for Contact Center Agents Working from Home

          by David Wasserman
          June 1, 2020
          Share

          The need for flexibility has never been more acute in the contact center and customer service environment than today. This is especially true with the transition to mass remote working due to COVID-19, which is forcing businesses and employees alike to quickly adapt to the upsurge in demand for customer service.

          Customer service success and loyalty are influenced by the ability to continue to provide a high-quality service. Here are three steps you can take to empower your customer service teams and protect your brand’s reputation in times of change.

          1. Establish a solid foundation

          Moving your Contact Center to a true cloud-native environment is the only way to gain the speed and agility necessary to seamlessly move employees to a remote work environment. Why is this?  It is because cloud-native applications can be accessed from anywhere that employees have an internet connection, computer and web browser.  Given the ubiquitous availability of these three things, makes the transition to agents working from home seamless and immediate. With the COVID-19 crisis requiring this, you can now understand how a cloud-native solution is essential for organizations to continue to service their customers and ensure business continuity.  These solutions are also more cost effective and elastic as they can easily scale up and down based on business demands versus investing in a fixed infrastructure that may be more than you need some months and less than you need in others. 

          Think about the various solutions organizations have today. Most organizations have a blend of home grown and enterprise solutions- some might be in the cloud, but most are still on premises. In fact today, I’m still seeing more than 50% of enterprise organizations that are still hesitant to move to the cloud but for reasons that 10 years ago were valid concerns; mainly the availability of applications that were built for the cloud as well as security. This is no longer the case as we see more and more cloud-native applications as well as enhanced security that is centrally managed.  In fact, security breaches when they occur, we see them in legacy platforms, not the cloud.

          When you think of cloud-native you need to think of the ultimate in flexibility.  Unlike traditional solutions, applications are not managed at the individual desktop, they are managed in the cloud itself.  As a result they don’t require an IT professional to load and test software on each desktop.  With the current crisis, its also not just our contact center employees at home its also our IT professionals who are unable to install something on each agent desktop.  In a cloud-native solution everything is centrally managed and employees can easily access these new applications through their web browser. 

          2. Use Advanced Analytics

          One of the main challenges in today’s distributed contact center, where employee work from home, is how you can understand what is happening on the customer interactions, and

          ensure that agents are providing the best level of service.  This type of solution leverages speech and text analytics to understand the root cause as to why customers are calling and then automatically categorizes them across all channels and customer journeys.

          A fantastic way to reduce contact volume is to reconstruct your entire quality process from end to end. Organizations should leverage interaction analytics technology to automate and act on their top contact drivers and focus their development on alternative ways to promote self-service.  Interaction analytics enables you to gauge things like customer sentiment and agent empathy.  From that you can make necessary changes through coaching to improve customer satisfaction and create extraordinary customer experiences. 

          Imagine being able to  interpret every interaction and transform subjective behaviors into data that is: consistent, accurate, and without bias. Let me give you a quick example of what I mean. Imagine for a second- the ability to listen to your customers and measure your agents on things like soft skills (Is the agent actively listening? Are they building rapport? Are they asking the right probing questions?) and being able to take that data and use it to predict future churn statistics? This technology is amazing! And it’s real! And it’s in the market today! 

          3. Deploy Automation

          Remote workers need access to the same subject-matter experts and support as they have in the office and Automation can provide that. Especially in these times of change, policies and information related to answers provided by Customer Service are modified daily. Organizations need to be able to drive those changes to their remote employees.  From the employee side, they need ready access to the company’s knowledge bank of information in real time.  A lot of companies tend to overlook this during all the chaos. But as soon as they move people home- it becomes a harsh reality.

          Remember- when you’re in the office, employees can reach out to their neighbor- but when they’re working from home, they can still do that- but you want to make sure that you: a) continuously have someone there throughout the day to help answer any questions and b) have a process in place to monitor those interactions. In a work from home environment, agents lose their entire support structure.  Automation can fill that void and take the place of support previously provided in the office. 

          A lot of companies are using this horrible Pandemic as an opportunity to break into this really cool stuff.  Imagine having a virtual attendant there to guide your agents?  Let me give you an example. Let’s say that you just brought on a new hire class of 20 people and they’re now in  production. We know that new people are still trying to get the fundamentals of their job down but what if you could have an automated virtual attendant pop up on the screen as you’re taking someone’s payment and that attendant says- don’t forget to update their contact information or offer to add X to their order for 50%. The ROI on this is significant. Challenge yourself to look at automation during this transition time. There are tremendous benefits as well as economies of scale that can be gained here.

          Employees are having to adjust to working from home (WFH) and manage increased customer demand, while thinking about their own health and safety and that of their families. Businesses are also quickly adapting to support the demands and needs of both their agents and their customers, while complying with government directions and protecting their revenue.  These three best practices can smooth the transition and accelerate performance in these times of change we all live in.  

          I am interested to hear your feedback!  Feel free to email me at david.wasserman@nice.com.

          The blog post is following my LinkedIn Live Broadcast – which can be viewed here:

          About the Author

          David Wasserman

          David joined NICE in mid-2019 as part of the Corporate Portfolio Marketing organization. His primary focus is creating and delivering thought leadership on how the companies solutions enable clients to transform their customer experience and employee engagement strategies to attain market leadership. Prior to NICE, he held leadership roles at an AI technology startup as well as telecommunication industry leaders including Verizon. His responsibilities included Product Marketing, Product Management and Sales. He is passionate about the role Marketing plays in articulating a firm's value proposition in meeting customer and market needs. David holds an undergraduate degree in Business and an MBA in Marketing. He can be reached at david.wasserman@nice.com.

          See All Blogs

          Follow Us

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

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          Jon Heder on Future You is Dynamite video series

          May 7, 2025

          Behind the bang: How Future You got so dynamite

          Read

          May 6, 2025

          Balancing cognitive load: Building smarter schedules to enhance efficiency

          Read
          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          May 1, 2025

          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          Read
          5 ways to empower agents: The future of self-managed schedules

          April 24, 2025

          5 ways to empower agents: The future of self-managed schedules

          Read
          Double impact: How 4 top brands are leveraging AI in customer service to elevate sustainability & business performance

          April 18, 2025

          Double impact: How 3 top brands are leveraging AI in customer service to elevate sustainability & business performance

          Read

          More from the blog

          Jon Heder on Future You is Dynamite video series
          AIMay 7, 2025

          Behind the bang: How Future You got so dynamite

          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.

          Read
          Workforce OptimizationMay 6, 2025

          Balancing cognitive load: Building smarter schedules to enhance efficiency

          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.

          Read
          May the 4th be with you: A new hope to kick your CX into AI hyperdrive
          CXoneMay 1, 2025

          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          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.

          Read