Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! In fact, due to the huge array of digital interaction channels, virtual assistants, and more, the contact center field is even better positioned for remote work.
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Transforming customer experiences
One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your customers to provide unbiased feedback through surveys. But, if you want to get a complete view on how to improve your customer experience, you need to combine direct and indirect customer feedback to see the full picture.
Search for NiCE Mobile in the App / Google Play stores and download it today! Use it to post forum replies, connect with other members, review job listings and more.
Agents are (and will be) needed to handle more escalated, complex issues—those issues that cannot be easily resolved by the customer on their own through AI assistance. Intelligent escalation from a bot or IVR service to a live agent has implications for how we think about agent hiring, training, workforce management, and much more.
NiCE CXone has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.
The password: it is arguably the most popular and most common security measure available, and at a lot of times it is also the most vulnerable. It seems like every other news cycle contains a story about a data breach and millions of compromised passwords. And what is the response of most organizations in the event or threat of a data breach? It is to change user passwords.
To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary!