Blog

When speaking with a contact center agent that is in the sales hospitality industry to learn about how call center work from home has been, they expressed two things. First, their appreciation for their continued employment. Then, a growing concern about going back to the office.

Everybody – employees and bosses – gets the most out of clear, measurable performance goals. In the contact center, that means setting KPIs like total interactions, average handle time, CSAT, Net Promotor Score, transfer percentage, and other metrics.

Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies.

Kevin Hughes of Progressive Insurance joined the NUG (NiCE User Group) board in 2020 and serves as the Recording Solution Chair.

Revenue and cashflow are the lifeblood of a small business. It is no surprise that one of the highest priorities for a small business is to find and keep customers. Why? There is a direct correlation between customer satisfaction and top-line revenue and bottom-line profit.

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

By now, most contact center employees have settled into a new at-home routine. Each employee’s situation is unique, with needs that include managing childcare and handling workday distractions from a spouse, roommate or pet. For many contact centers, the impact of this new landscape on customer interactions haven’t been 100% clear. They have much less insight into what’s influencing customer satisfaction than they did in the physical contact center, creating a big question mark when it comes to understanding just what is happening between agents and customers.