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In today’s experience economy, quality is more important than ever. Consumers are much less tolerant of low quality customer service experiences. On the flip side, they’ll reward exceptional customer experiences (CX) with more purchases and referrals. Under these circumstances, contact centers can’t afford to have agents who are indifferent about or resentful of quality improvement efforts.

“Did you check the spam folder?” gets me every single time. As soon as the agent utters those words, I become a different customer. Not by choice; it’s just my normal immediate response to someone suggesting that I do not know what I am doing. It’s also a guarantee that it will be a difficult call for the agent as well as for me.

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NiCE received among the four highest scores in all use cases. We see this as a very useful resource and a real-world perspective on how NiCE CXone performs in key use cases for today’s contact centers including Customer Engagement Center and Agile Contact Center. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.

As we detailed earlier in this series on work-from-home challenges, changing boundaries are having an impact on staffing and performance in the contact center. In addition to a new separation between the employee and the workplace, there’s also a blurring of boundaries in the employee’s workday: With many agents now working from home, the boundaries between work and home life have gotten a lot fuzzier.

The Markets in Financial Instruments Directive, or MiFID, is a finance regulation, drafted in 2004 in the European Union. The goal of MIFID was to increase transparency and fairness in trading by establishing a common, robust regulatory framework that assures equal disclosure and equal protection to investors in all EU member countries.

There is no doubt that COVID-19 is accelerating disruption and speeding up the transition to a digital-first reality. During this volatile era, it is more important than ever for enterprises to drive higher efficiency and productivity.

If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center? If not, you should. And here are the top three reasons why.