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The adoption of cloud vs. on-premise software to manage the contact center is a door-opener for businesses. It grants them the keys they need to transition from on-site to fully virtual operations. And a virtual contact center, in which agents work remotely rather than in a brick-and-mortar facility, has many benefits for both the organization and its agents.

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters. There is a heavy focus on understanding the customer profiles, the complex journeys they undertake across channels and gleaning multiple customer satisfaction surveys.

Claudine has served on the NICE User Group Board of Directors since 2017 as the Chair of Quality and Training.

Utilizing performance management software can be a major competitive advantage for your call center. Here’s five reasons why.

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images. When you look at stats on the influence of visual language as a communication vehicle, you start to realize what kind of impact it can have on customer experience. Especially with the rise of digital interaction channels in the contact center.