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Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to…

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described…

NiCE CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management. It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service level agreements…

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone…

A few days ago, I was asked to send a fax to a government agency. I couldn’t believe my ears. Sending a fax these days is like sending a pigeon. I wasn’t even sure where I’d find a fax. Then I thought about how many companies put their customers through a similar experience…. maybe not by asking them to fax, but by not allowing them to message.

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the simplest terms,…

In today’s contact center environment, many back office workers are being tasked with increasingly complex activities. That can make it difficult for contact center leaders to gain insight into where and how they can be improving workforce management productivity KPIs, like adherence to assigned tasks, forecast accuracy and worker performance.