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NICE - AI Customer Service Automation Solutions
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      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

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      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

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    • Products
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      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

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        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

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          Empower agents and supervisors with powerful AI to drive productivity

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          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

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          Match customers to their perfect agent for improved business results

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          Protect your organization from reputational and financial risks

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          Increase conversion rates and grow revenue with real-time analysis

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          Learn from all interactions with AI that builds smart self-service

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          Gain insights on agent soft-skill behaviors on every interaction

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        • Autopilot

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        • Interactive Voice Response (IVR)

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          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

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          Unlock complex data with generative AI for CX leaders

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          Engage website visitors in conversations on their channel of choice

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          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

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          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

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        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

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          Unlock complex data with generative AI for CX leaders

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          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

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          5 Areas of Improvement for Call Center Agents

          Improve your call center agents’ performance.

          Areas of improvement that can help your contact center agents provide better customer service.

          Are you looking for ways to improve your call center agents’ performance? If so, you’re in the right place. We share five areas of improvement that can help your contact center agents provide better customer service. We’ll also take a look at some helpful tips for training your call center agents.

          5 areas of improvement for call center agents:

          Empower Contact Center Agents with AI whitepaper with NICE and Metrigy
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          Empower Contact Center Agents with AI whitepaper with NICE and Metrigy

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          Empowering CX with AI: The Key to Customer Loyalty
          White Papers

          Empowering CX with AI: The Key to Customer Loyalty

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          The Goldilocks Guide to Contact Center WFM
          White Papers

          The Goldilocks Guide to Contact Center WFM

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          See It in Action: Transform Your Call Center Today

          Are you eager to witness these transformative improvements for call center agents firsthand? Take the next step towards enhancing your operations with our free demo. Experience how NICE's solutions can empower your team, improve customer satisfaction, and boost efficiency—all with just a click.

          Watch demo now

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

          Utilize the right tools

          The first step in providing great customer service is utilizing the right tools. Interactive voice response (IVR) systems are used by call centers to route calls to the appropriate agent. IVR systems can be very helpful in reducing call wait times and improving customer satisfaction. By using IVR, your call center agents can focus on more complex tasks, such as resolving customer issues. Having a well-curated menu means your customers arrive at a solution more quickly and agents are free to work with more complicated issues.

          There are many benefits of using IVR, such as:

          If you’re not using IVR, now is the time to start. Your customers will thank you for it.

          Streamline customer support

          Call center agents often have to juggle multiple tasks at the same time, so they have to be able to prioritize and manage their time effectively. You can help them manage their time better by eliminating avoidable calls coming into your contact center.

          Self-service options are not only helpful for your customers, but they also help reduce the number of calls that come into your call center. This means your agents can spend more time on complex tasks and provide a better customer experience.

          Here are some self-service options you can implement:

          By streamlining customer support, you can help your call center agents be more efficient and provide a better overall experience for your customers.

          Offer training

          It’s important to provide your call centers agents with top-notch training. Especially for new agents. Make sure your training program is comprehensive. It should include general customer service best practices and tips as well as company-specific training on your mission, products, and/or services.

          Additionally, you should provide on-going training opportunities for your agents to stay sharp and up-to-date on the latest company news, product changes, or industry trends.

          Organize regular training focused on the most common problems that agents face at your company, like talking with angry or frustrated customers, to make sure that agents continuously develop their skills.

          Customer service can be a demanding job, so it’s important that your agents have the tools and training they need to succeed.

          Be transparent with your metrics

          How do you know which agents are the most productive and effective without the right data? The first step is ensuring you have the software in place to track the most useful metrics. Second, share which metrics your tracking with your agents and why. They can’t improve if they don’t know what’s being measured.

          Some of the most important contact center metrics to track include:

          Tracking these metrics will give you a good overview of how your agents are performing and where there might be areas for improvement.

          Another note on metrics: When looking for the right contact center software for your business, make sure the solution you go with offers real-time data visualization that you can use to uncover problems that hinder agent performance. Call center managers should then review the data regularly and make necessary changes.

          Reward successful agents

          It’s important to encourage and motivate your agents to do their best work. One way to do this is by rewarding successful agents. This could be in the form of monetary bonuses, gift cards, paid time off, or simply public recognition.

          Recognizing and rewarding your agents for a job well done will not only help them feel appreciated, but it will also motivate them to continue providing excellent customer service.

          If you want to help your agents be more efficient, make sure you’re fostering a work environment in which your agents enjoy being. After all, a happy employee is a productive employee.

          Bonus tip: Reassess agent scripts

          Does your contact center feature stale and boring agent scripts? In some cases, traditional contact center scripts might be necessary. But in most cases, they can actually do more harm than good.

          Agent scripts often lead to longer handle times and a less personalized experience for customers. If you use them, make sure they’re flexible enough to allow for some personalization.

          The goal is to make sure your agents sound natural on calls and are able to build a rapport with customers. People do business with people they know, like, and trust. Enlist your more seasoned agents to help with the process of reviewing and refining scripts. They’re usually the ones interacting with customers the most.

          There are many other areas of improvement for call center agents, but these five are a great place to start. By utilizing the right tools, streamlining customer support, offering consistent training, being transparent with your metrics, and rewarding successful agents, you can help improve your call center agents’ performance and provide better customer service.

          NICE’s AI-powered contact center solutions enable agents to provide best in class customer service. Our reliable, easy-to-use technology fuels effective engagement strategies across customer channels to drive performance in your contact center. With 20 years of pure cloud expertise, NICE is at the forefront of cloud contact center innovation.

        • Reducing the number of customer service calls
        • Freeing up your call center agents’ time
        • Improving customer satisfaction
        • A knowledge base or FAQs page
        • An automated chatbot
        • Automatic callbacks
        • First call resolution rate 
        • Abandonment rate 
        • Average handle time 
        • Net promoter score
        • Customer satisfaction score 
        • Cost per contact