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Modern call centers are complex hives of data, and the task of mining though it all to assess the effectiveness and efficiency of the agents and their processes can seem overwhelming.

Almost 110 years ago to the day, Robert Baden-Powell, the founder of the Boy Scouts, coined a phrase that still resonates profoundly today.

Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center.

Sherri Hollobaugh has served on the NICE User Group Board of Directors since 2011. She assumed the Chief Operating Officer position in 2014.

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas). This identifier first appeared in the term SaaS (software-as-a-service) and was quickly narrowed down to more specific industry categories such as UCaaS (Unified Communications as a Service), CPaaS (Cloud Platform as a Service) and CCaaS (Contact Center as a Service) – of which NICE CXone has become a market leader.

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

While Call Centers are not the glamour department in most businesses, the quality of service your agents provide is critical in the eyes of most customers. In fact, 55% of customers in a recent survey said they switched to another company after a bad customer experience. If you want to retain your customers, you need to make sure your call center agents are providing satisfying customer care.