Overview
How to Plan in a Rapidly Changing Environment As companies increasingly embrace long-term remote work models, contact center leaders face a new—and continuously evolving—normal. Shifts by states, municipalities, and global business process outsourcing (BPO) organizations have led to more agents working from home than ever before. For many, this environment introduces new challenges: unexpected distractions, stronger expectations around flexibility, and a heightened need to maintain seamless, connected experiences while working remotely.
At NiCE, we understand this new frontier. Our AI-powered customer experience platform puts anticipation, personalization, and intelligent support at the core of every moment. In this eBook, you’ll learn how to navigate these dynamics and plan with clarity and confidence—so agents, supervisors, and customers alike stay connected, engaged, and delighted.
