Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NiCE got involved.
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Transforming customer experiences
As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.
Facing heightened customer expectations, rising competition from digital disruptors, and the trial by fire of the Covid-19 lockdown economy, enterprises are looking to accelerate their digital transformation programs.
At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.
Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
The prevalence of digital banking and remote banking via call centers requires new and convenient ways to authenticate customer identity. Even though bank customers agree with the need for security, they do not want to undergo excessive authentication before they can accomplish the simplest transactions in their own account.
Coaching isn’t a one-size-fits-all endeavor. Just as a good teacher tailors instruction to the pupil, taking into consideration whether the student is a visual, auditory, reading/writing or kinesthetic learner, an effective coach considers how each agent learns best.