Blog

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems. Why does technology have an expiration…

Proactive staffing is a key to workforce management optimization; and NiCE Employee Engagement Manager (EEM) is the key to proactive staffing.

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks, that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two…

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top…

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries (Research, The Quality Assurance & Training Connection). Today’s agents are clearly…

An effective performance management process can help everyone in the organization understand how their actions and contributions create value, and is much more involved than merely providing an annual review for each employee. It is about working together with each individual employee on a personal level to identify the strengths and weaknesses in their performance. Then, once those traits are detected, developing a detailed plan to close the performance gaps and implement the necessary improvements to set them up for success and enable them to evolve into a more productive and effective employee.

As the backbone of an organization, the back office is a frequent target when C-level leaders are looking to cut costs. Yet the savings are often fleeting, a study by McKinsey found – just four in ten companies meet their targets one year into a cost-cutting program, and 90 percent of back-office costs are back where they started four years later. The study’s authors argue that the lack of success is often because organizations fail to measure back-office performance in a sufficiently detailed way, which results in missed opportunities for improvement.