NiCE is a champion for diversity and inclusion in technology, and 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. Ask employees in the NiCE office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again. During her six-plus years at NiCE, Paola has made a huge impact not just on our products, but also the people around her- inspiring the team to strive for utmost performance quality both from our software and from themselves.
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Transforming customer experiences
Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged. Balaji Venkatech Bala, Senior Director of Customer Support for Sum Total Systems, sums up the importance for scripting in his organization.
Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.
As a call center leader, you’re faced with a myriad of complex and challenging tasks every day, and agent scheduling is perhaps paramount among them. It requires the skill to be able to examine daily work rotations, set the weekly agent rosters, as well as monitor agent availability and fluctuations in call volumes. Dealing with all these challenging and constantly fluctuating components requires relentless vigilance and the ability to change schedules at short notice.
Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters. There is a heavy focus on understanding the customer profiles, the complex journeys they undertake across channels and gleaning multiple customer satisfaction surveys.
The adoption of cloud vs. on-premise software to manage the contact center is a door-opener for businesses. It grants them the keys they need to transition from on-site to fully virtual operations. And a virtual contact center, in which agents work remotely rather than in a brick-and-mortar facility, has many benefits for both the organization and its agents.
Claudine has served on the NiCE User Group Board of Directors since 2017 as the Chair of Quality and Training.