Blog

Call center managers are always looking for ways to assure that agents work productively, meet their KPIs, and stay with the company. It’s a constant challenge to motivate good performers to stay the course and even raise the bar on the KPIs they are able to achieve. At the same time, employees who are falling short of expectations may need some external motivation and a friendly “push” to improve. When done right, gamification can be an effective and fun way to drive agent motivation and performance.

Disaster planning and recovery, business continuity, working remotely and now, working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies and organizations are finding that NiCE’s CXone cloud contact center platform enables them to meet disaster-related challenges in ways they never thought possible.

Annise Jones-Martin of PHI joined the NUG board in 2016 and serves as the Chapter Chair.

If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.

Helping organizations improve the workforce experience and accelerate automation in the contact center is one of our strategic priorities. NiCE is focusing heavily on growing our partner ecosystem to ensure our clients have access to cutting-edge technology and services across our platforms.

Over the last few months, organizations across the world have relocated their contact center agents from cubicals to comfy couches (or hopefully kitchen tables and desks.) Regardless of the furniture, the point is, most contact centers have adopted a work-from-home model in a very short amount of time. Every day we see leaders of countries and companies alike trying to balance their message to stakeholders– these are extraordinary times, but at the same time, we must also do what we can to maintain normalcy and business as usual.

After a cancer diagnosis and undergoing treatment, A NiCE employee’s daughter knew she needed to work from home especially during COVID-19. She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment. Now she was worried about calling in sick or facing the alternative of going to work immuno-compromised.