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As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual call center agent scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NiCE for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly…

“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls. For this reason,…

​When NASA engineers were designing the space shuttle’s solid rocket boosters — the iconic cylinders on the sides of the main fuel tank — they faced an unexpected design problem. Because the boosters were built at a factory in Utah and shipped by train across the country to Florida, their maximum width was limited by the dimensions of the tunnels the train would travel through along its route.

Greeting customers. Aaaaah, that crucial first impression and what to do with it. Before we get started with the how, what, and why, let’s take a step back… Ask yourself, what is your sole purpose in your contact center? To make your customer happy? To drive revenue? The answer to this question should be a cornerstone to…

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the…

Chances are good that you encounter Auto Attendants almost daily. They are easy to recognize: For this, press 1. For that, press 2…. If you have ever called a business and been presented with choices without the intervention of a receptionist, then you have “met” an Auto Attendant. Businesses of all types and sizes use virtual receptionists to route their customer’s calls based on a menu selection. “Please listen closely, as our menu options have recently changed…” Auto Attendants are like a virtual switchboard, often replacing the need for a dedicated…

Whether you’re addressing a room full of people or talking to somebody one-on-one, making a presentation can be a stressful experience as it is, and the behavior of your audience can throw you off your game completely, if you don’t know how to correctly interpret it.