2020 NICE CXone Customer Experience (CX) Transformation Benchmark, Business Wave surveyed over 1,000 global contact center decision-makers in UK, US, Australia and Canada. Findings show rapidly growing role of digital channels for customer interactions, increasing investments in digital channels, artificial intelligence, and contact center technology for seamless omnichannel experiences for customers.
Checklist: Managing Work-from-Home Agents
As your organization navigates potential emergency situations that force agents to work remotely, NICE CXone has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality. NICE CXone has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.