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I recently participated as a panelist in a webinar hosted by ICMI and HDI where we discussed the rapid expansion of digital omnichannel service options and the steps that organizations should take to set themselves up for success as they launch self-service initiatives.

For decades, contact center workforce management largely focused on inbound calls, but we’ve recently witnessed a refreshing shift toward embracing all media types, from emails and chats to social channels and more, for forecasting and scheduling.

Chris Morrissey understands better than most that it’s about the journey – not the destination.

For some, 2023 will be all about curious, fleeting trends – like serving TikTok butter boards or fashion in this year’s it color, Viva Magenta. But as market leaders at NiCE, we’re far more interested in what will be happening this year in the contact center.

Have you ever heard the expression less is more? The idea that having more specialized items versus a smorgasbord creates contentment. A perfect example of this is the food industry.

A 42% attrition rate coupled with a competitive labor market and a shift to remote or hybrid work environments have spun up a perfect storm for contact center hiring leaders.

Well before recession warnings went mainstream, contact centers were managing the fallout of the “great resignation.” As record numbers of workers left the traditional workforce in 2021 in favor of work-anywhere-anytime gig economy options, contact center leaders were forced to do more with less.