Blog

When the European Union’s General Data Protection Regulations (GDPR) came into effect on May 25, 2018, it changed the landscape of regulated data protection law and the way call centers collect personal data.

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming. You’re dropped into a foreign environment and tasked with learning people, process, systems and culture as fast as humanly possible. From the point of view of your organization, there is an incredible opportunity when you’re onboarding a new employee. It’s a time when they are not yet incumbered by the day to day operation of your team.

You probably already know that forecasting is one of the contact center’s most critical functions. It enables short- and long-term planning, allows organizations to prepare for future demand and connects customers with the right agents at the right time. And in an age when contact centers are constantly adapting to new channels, new agent skillsets and rising customer expectations, getting forecasting right is more challenging than ever before.

Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! In fact, due to the huge array of digital interaction channels, virtual assistants, and more, the contact center field is even better positioned for remote work.

One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your customers to provide unbiased feedback through surveys. But, if you want to get a complete view on how to improve your customer experience, you need to combine direct and indirect customer feedback to see the full picture.

Search for NICE Mobile in the App / Google Play stores and download it today! Use it to post forum replies, connect with other members, review job listings and more.

Agents are (and will be) needed to handle more escalated, complex issues—those issues that cannot be easily resolved by the customer on their own through AI assistance. Intelligent escalation from a bot or IVR service to a live agent has implications for how we think about agent hiring, training, workforce management, and much more.