Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.
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Transforming customer experiences
As I stepped into the Marriott Marquis in downtown Atlanta in mid-February, I was greeted with the buzz of conversation of hundreds of people, acoustically dampened by the breathtaking 40 story open atrium above me.
Today’s software engineers are far from stereotypes. At NiCE, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. 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 . Meet Meryl Sonon, Senior Engineering Manager in NiCE’s R&D organization.
We’ve all heard it a hundred times before – “Happy agents make happy customers.” And it’s become a contact center mantra for good reason – a recent Gartner Survey indicated that 86% of customer experience execs point to Agent Experience (AX) as the single greatest factor impacting CSAT!
March is globally celebrated as Women’s History Month. But at NiCE CXone, we strive to ensure that our customers and employees feel welcomed, heard, and accepted every day. We celebrate individual uniqueness, and believe that having a diverse team makes us stronger and better able to tackle the unique needs and problems of our customers around the world. Throughout the month of March, we are showcasing some of the accomplished women in technology at NiCE CXone.
When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak. The call center agent has a plan.
Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.