White Papers

The Supervisor Opportunity – Using AI to Reposition the Role from Operational to Strategic


This whitepaper delves into a unique perspective often overlooked by contact center vendors, focusing on the crucial role of supervisors in enhancing customer experience (CX). While conventional approaches concentrate on agents and CX, NICE recognizes the pivotal contribution supervisors make behind-the-scenes. The document outlines how NICE's AI-centric solution, Enlighten Copilot for Supervisors, addresses the specific needs of supervisors, empowering them to manage the challenges of remote agents and the influx of data from digital channels. By automating routine tasks, NICE aims to elevate supervisors to strategic roles, enabling them to utilize AI-generated insights for better organizational performance and more personalized, human-centric customer service.