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When you manage a team of employees, you fulfill a number of roles. One of those roles is “coaching to improve performance.”

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment. Additionally, the study found that investments in analytics correlate to strong business outcomes. For example, 23% of businesses that widely use analytics experienced an increase in revenue despite the pandemic.

If Blondie’s number 1 hit ‘Call Me’ (released in 1980) was rewritten for today, it might have been ‘Let’s Chat,’ ‘Text Me’ or have alluded to some other method of communication. After all, today we’re just as likely to text, video call, or chat as place a phone call. And with more people (including regulated employees) working from home, using mobile phones, unified communications and instant messaging apps, these new ways of communicating are spilling over into work as well. The big difference is – regulated employee communications are subject to regulations.

NiCE has achieved the highest overall position for its ability to execute in the just released Gartner 2020 Magic Quadrant for Contact Center as a Service (CCaaS). NiCE has been placed as a Leader every year since this Magic Quadrant’s publication starting six years ago.

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NiCE, as well as for our partners. The company was recently recognized by three Master Referral Partners for our significant contributions to the respective partnerships—and to growing sales—for each.

A leading mobile operator committed to providing not only the best network but also the best customer service wanted to empower its frontline agents with the ability to understand how their own performance drives customer satisfaction.

An ACD is essential contact center technology. Without an ACD, the operation would be in disarray, which is why it is indispensable for every contact center. However, ACD capabilities vary widely across vendors, meaning just because a call center uses an ACD doesn’t mean they are reaping all the benefits that the best ACDs can provide. Learn the capabilities of industry-leading ACDs and how those capabilities positively impact operations and customer experience (CX).