NiCE is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NiCE. Ask employees in the NiCE office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again. During her six-plus years at NiCE, Paola has made a huge impact not just on our products, but also the people around her- inspiring the team to strive for utmost performance quality both from our software and from themselves.
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Transforming customer experiences
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Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged. Balaji Venkatech Bala, Senior Director of Customer Support for Sum Total Systems, sums up the importance for scripting in his organization.
Utilizing performance management software can be a major competitive advantage for your call center. Here’s five reasons why.
In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.
Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images. When you look at stats on the influence of visual language as a communication vehicle, you start to realize what kind of impact it can have on customer experience. Especially with the rise of digital interaction channels in the contact center.
Almost 110 years ago to the day, Robert Baden-Powell, the founder of the Boy Scouts, coined a phrase that still resonates profoundly today.
As we enter a new year and launch a new decade, three trends help shape demand for, and end customer attitudes toward, voice-based authentication and fraud prevention.