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What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.

As we noted in the first essay in this series on work-from-home challenges, fundamentally changing boundaries are having an impact on staffing and performance in the contact center. The most obvious and inherent shift is the physical separation between employees and their workplace in remote work models. In the contact center, that separation has created challenges that may seem unrelated upon first blush but are in all actuality two sides of the same coin.

In the COVID-19 era, contact centres are looking for extreme business agility to compete effectively. Being able to move faster and respond to changing market dynamics has never been more important. And, even though the threat from COVID-19 will eventually recede, new ways of working are unlikely to be going away.

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It’s staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

The Kansas City Chiefs, who won the Super Bowl in 2020, had to come back from double digit deficits in two other post-season games leading up to their Super Bowl victory. You might say coming from behind is a competitive advantage for them. In the business world, success often depends on having a competitive advantage over your rivals. Maybe your business is successful because you have the most innovative products and services, or perhaps your competitive advantage comes from low operational costs.

More contact centers than ever before are transitioning data and systems to the cloud, and it’s easy to see why: It delivers the flexibility, efficiency and simplicity contact centers need to respond to lightning-fast market changes and increased customer demand.

NiCE CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience. That way you can spent less time worrying how to execute your digital transformation, and more time wowing your customers and engaging your agents.